Cornerstone Ondemand - Oklahoma City, OK
posted 4 months ago
The Customer Excellence Manager is a pivotal role within Cornerstone OnDemand, responsible for engaging with clients to drive value realization from the Cornerstone solution and mitigate retention risks. This position focuses on ensuring that clients can effectively utilize the Cornerstone platform to achieve their business outcomes. The Customer Excellence Manager will work closely with clients and Account Management to enhance client satisfaction, thereby driving retention and growth within Cornerstone's customer base. This role serves as a trusted resource, combining business process knowledge, talent management expertise, and deep functional and technical knowledge of Cornerstone's offerings. As part of a shared services team, the Customer Excellence Manager is dedicated to optimizing client experiences and resolving issues that may impact client satisfaction post-implementation. They leverage a strong understanding of key customer outcomes and product knowledge, adopting a highly customer-centric approach. The role involves direct engagement with clients to deliver optimization workshops and coaching, as well as collaborating with Account Management to address and mitigate client satisfaction issues in a proactive manner. In this capacity, the Customer Excellence Manager will be instrumental in understanding customer business drivers and aligning them with product functionalities to drive key outcomes. They will recommend best practices based on their understanding of the customer's business and success criteria, helping clients navigate post-go-live challenges and ensuring they realize the full value of the Cornerstone solution. This role also includes providing industry insights and guidance to support customers in achieving their strategic goals, as well as delivering just-in-time enablement and quick wins to address customer challenges effectively.