This role is available in the Philippines ONLY
The Customer Success Manager is responsible for supporting the client’s adoption and continued satisfaction with the Cornerstone OnDemand Talent Management solution. The Customer Success Manager is introduced to the client near the end of the implementation process and becomes the primary “face” to the client as implementation is closed out and the client goes live with the solution. The Customer Success Manager 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 Customer Success Manager 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.
The Customer Success Manager will regularly provide best practice recommendations, expert-level application support, assist clients in solving point-in-time challenges, and partner with the client to increase the effective use and adoption of the Cornerstone solution. The Customer Success Manager will be measured on the client’s utilization of the solution, engagement with Cornerstone as a business partner, and overall client satisfaction.
In this role you will...
- Facilitate the transition out of implementation to Go-Live and support the Customer’s drive towards self-sufficiency.
- Educate Customers on self-service tools, release process, and other Customer programs to ensure a successful partnership.
- Complete assigned interactions with Customers who do not have an assigned Customer Success Manager or outside of assigned portfolio.
- If requested, manage a portfolio of Customers and make certain a high level of satisfaction with the solution is achieved.
- Conduct regular meetings and engagements with Customers as outlined in their Customer Success Package and make recommendations to provide continued success with talent management processes, workflows, and system configuration.
- Develop a consultative relationship with customers and work in conjunction with Account Management, providing solution planning support.
- Partner with sales and account management to ensure alignment at all levels of the relationship throughout the partnership.
- Advise Customers of process/system risks based on organizational constraints and develop solutions to mitigate risks.
- Engage the appropriate consultants and technical resources, as necessary.
- Support Account Managers to up-sell/cross-sell additional Cornerstone products/services.
- Consideration for privacy and security obligations.
- Ensure that the Cornerstone solution is being systematically and meaningfully adopted within our client’s businesses. Identify areas of concern and collaborate with the client to remove any hurdles to adoption.
- As necessary, collaborate with Super/Global Administrators (possibly in conjunction with Global Product Support Team) to resolve complex or escalated issues.
- Maintain expert level knowledge of each of the Cornerstone OnDemand cloud offerings and configuration options. Required to pass all internal written Cornerstone OnDemand product certification exams.
- Ensure that clients are productively engaged with Cornerstone and understand/leverage the Client Success Framework, our best practice engagement model for managing a successful partnership in a cloud environment. This includes, but is not limited to, leveraging proper communication and escalation channels, actively participating in the release process, effectively engaging with the Global Product Support Team, utilizing self-service and other tools, participating in client community and engagement programs, property utilizing the CSM, planning for important “success activities” outlined in the Client Success Framework, etc.
- Continually seek to mitigate risks that will impact client success, client satisfaction, reference-ability, upsell-ability, retention, etc. This includes ensuring that global organizations have the proper governance model to ensure that the needs of all key stakeholders globally are understood and being met by the solution.
- Maintain a high degree of competency and subject matter expertise in key areas of talent management and technology, including but not limited to general HR practices, performance management, compensation management, succession planning and talent mobility, learning management, collaboration, talent acquisition/sourcing, enterprise cloud and mobile software.
You’ve got what it takes if you have...
- A./B.S. or equivalent professional experience in Human Resources, Organizational Development or Finance.
- 3 + years of experience using Cornerstone OnDemand application.
- 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 communication skills and analytical skills.
- Citizen of and/or permanent resident in the country the candidate applies for.
- Fluency in English and Cantonese.
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.
- Consideration for privacy and security obligations.
