Client Success Manager
Location – London
The Opportunity
The objective of this role is to continually increase clients’ return on investment by driving effective use of, and providing support for, Cornerstone solutions.
The Client Success Manager (CSM) takes ownership of Cornerstone’s relationship with the client business process owner, providing counsel and guidance aimed at ensuring their successful experience with Cornerstone. The CSM also serves as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives. Support and guidance may be in the form of chargeable projects or expert-level application support intended to assist clients in solving point-in-time challenges, devising the most effective ways to utilize the solution within the context of their own business, and/or effectively understanding and adopt new software releases, among others.
In addition, the Client Success Manager will take ownership for special projects that are focused on increasing effective usage of the Cornerstone solution and ultimately our clients’ success.
The Client Success Manager will be measured on Client Experience, Client Satisfaction and ROI Attainment through formal and informal surveys and feedback. They will work closely with other Client Success Managers, the Global Customer Care Team, Account Managers, Sales and Management to deliver world-class support and service.
Responsibilities
- Ensuring a high level of client satisfaction for all assigned clients and with outcomes of short-term engagements with clients
- Deliver billable interventions and/or small engagements to clients that require assistance beyond the services provided by the Cornerstone Global Customer Care Team including release support, configuration adjustments, incubation, advanced functionality assistance, and/or solution optimization to enhance/streamline clients’ user of the Cornerstone solution
- Provide “level 3” expert troubleshooting and support to the Cornerstone Global Care Team and/or clients on the Cornerstone application, as required
- Assist in the development and execution of the internal and external communication plan for Cornerstone product releases and other significant client-facing events
- Coordinate and/or provide informal product training to client-facing Cornerstone employees as required
- Assist in maintaining and prioritizing product enhancement requests from clients, drive viable requests into product release cycles, and assist with communications related to such enhancement requests to internal and external parties
Experience / Qualifications
- B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development or Finance
- Minimum of two years of experience using Cornerstone OnDemand application or comparable product; high level of skill with Learning/ Talent Management applications
- Highly detail-oriented and able to manage multiple projects simultaneously
- Organized and methodical with excellent follow-up to ensure client expectations and deadlines are met
- Excellent verbal and written skills with a coaching, consulting and mentoring mentality
- Ability to grasp complex system workflows and understand cause/effect for actions taken in such systems
- Ability to thoroughly document and articulate system behaviors, issues, workflows and/or functionality in such a way that basic users can easily understand
- Outstanding service-orientation and strong interpersonal skills that create positive relationships with colleagues and clients
- Proven ability to deal with high-stress situations calmly and methodically
- Willingness to travel approximately up to 30% of the time
- Experience in a deadline-driven, fast-paced, high-growth environment preferred
- Fluent in English – additional European languages (French/ German etc are a strong advantage)
Benefits Package
The compensation package for this role includes a base salary, commissions, a Stock Option plan, and an additional local benefits package.
About Cornerstone OnDemand
Cornerstone OnDemand empowers people around the world with on-demand, integrated learning and talent management software and services for connecting, developing and performing in the workplace. Used by more than 7.16 million active subscribers in 179 countries, the company is headquartered in Santa Monica, California and has international offices in London, Paris, Munich, Mumbai and Tel Aviv. A successful software company with a smart workforce, we offer a fun entrepreneurial, collaborative, and challenging work environment.
Cornerstone OnDemand is also committed to empowering communities around the globe by improving access to education and opportunities through the Cornerstone OnDemand Foundation.
For more information, visit www.cornerstoneondemand.co.uk
