Customer Success Manager

Customer Success Manager

This role is Hybrid, United Kingdom

The Customer Success Manager (CSM) plays a crucial role in supporting clients' adoption and ongoing satisfaction with the Cornerstone OnDemand Talent Management solution. Initially introduced during the implementation process, the CSM becomes the primary point of contact for the client as implementation concludes and the client begins using the solution.

As a CSM for mid-market customers, your main responsibility is to advise clients on product-related inquiries, offering guidance to ensure their successful experience with the Cornerstone solution. Additionally, you act as an internal advocate for the client, driving support and facilitating change when needed to help them achieve their business objectives.

Your role includes providing best practice recommendations, offering expert-level application support, assisting clients in addressing challenges as they arise, and collaborating with them to enhance their utilization and adoption of the Cornerstone solution. Ultimately, your success is measured by the client's utilization of the solution and their overall satisfaction with the service provided.

In this role you will...

• Facilitate the transition out of implementation to Go-Live and support the client’s drive towards self-sufficiency
• Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership
• Conduct regular meetings with the client and make recommendations to provide continued success with talent management processes, workflows, and system configuration
• Deliver both direct and 1-to-Many sessions for customers, sharing best practices on system functionalities and processes
• Organize different Shared activities for customers
• Advise clients of process / system risks based on organizational constraints and develop solutions to mitigate risks
• Engage the appropriate consultants and technical resources as necessary
• Partner with sales and account management to ensure alignment at all levels of the relationship throughout the partnership
• Uncover and develop account expansion opportunities to support ongoing account growth
• Serve as an advocate for the customer cross-functionally across the organization
• Maintain expert level knowledge of each of the Cornerstone OnDemand cloud offerings and configuration options
• Be required to pass initial certification exams and maintain knowledge of Cornerstone product offerings and configuration options by staying current with releases

You’ve got what it takes if you...

Our Culture :

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are :

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards :

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles : equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is : 46800 - 74900 GBP.

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