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Customer Success Manager (Customer Excellence) – AmericasThe Customer Success Manager is responsible for engaging with customers to drive value realization in the solution and mitigate retention risk. Through direct customer engagements, the Customer Success Manager drives utilization and optimization and facilitates the customer’s use of the Cornerstone solution to achieve business outcomes.The Customer Success Manager will partner directly with customers and Account Management in achieving customer satisfaction to drive retention and growth within Cornerstone’s customer base. This role is a one-stop trusted resource supporting customers with a blend of business process knowledge, talent management expertise and deep functional knowledge of Cornerstone. They will also serve as a customer advocate cross-functionally within the organization.The Customer Success Managers are part of a shared services team focused on optimization and driving resolutions to customer business needs that are impacting customer CSAT post go live. They leverage a strong understanding of key customer outcomes, strong product knowledge and a highly customer centric approach. They engage directly with customers to deliver optimization workshops and coaching. They also partner with Account Management to mitigate and address customer satisfaction issues in a SWAT approach.This position will report to the Customer Excellence team within Customer Success.In this role you will:
Be a trusted partner for post-go live customers on process and product functionality
Understand customer business drivers and critical use cases and be able to align them to product functionality to drive key customer outcomes
Recommend best practice use case of Cornerstone based on understanding of customer’s business, use cases and success criteria for getting value
Partner with customers to understand their current and future business goals and provide recommendations on how to achieve those goals through Cornerstone
Uncover and develop account expansion opportunities to support ongoing account growth
Navigate and mitigate post-go-live challenges blocking customer from realizing value
Serve as an advocate for the customer cross-functionally across the organization
Work directly with customers to deliver optimization workshops and coaching
Collaborate and work cross-functionally, engaging the appropriate resources as necessary
Support customers in understanding the resources, training, support, and services available to help make them successful
Deliver Office Hours sessions
Other duties or special projects as assigned
Pass initial certification exams and maintain expert level knowledge of Cornerstone product offerings and configuration options by staying current with releases
and being the rockstar you are, you will be willing to take on additional responsibilities as needed
You’ve got what it takes if you
Have a B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development or Finance
3+ years of experience using the Cornerstone application with a demonstrated high level of skill
7+ years of professional experience in talent management, customer success or consulting
Are highly detail-oriented and able to manage multiple projects simultaneously
Are organized and methodical with excellent follow-up to meet customer expectations and deadlines
Have excellent communication, presentation, consulting and analytical skills
Have a passion for customer success
Enjoy working in a fast-paced, dynamic organization
Can adapt changes in roles and responsibilities
Can travel up to 15-20%
Extra dose of awesome if you have .
SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation
MBA
Salesforce, Seismic, and Gainsight experience
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com
