CUSTOMER SUCCESS MANAGER-SABA OR CORNERSTONE PRODUCTS

The Customer Success Manager (CSM) is responsible for a portfolio of strategic accounts and leverages product expertise and a practitioner's lens to align account strategy with business outcomes.

The CSM builds relationships with customers and plays a fundamental role in developing and managing ongoing partnerships to maintain a high level of customer satisfaction and loyalty.

By maintaining a proactive focus on product optimization, adoption and engagement, the CSM drives results leading to renewals, expansion and customer advocacy.

As the trusted partner for the customer on use-case, product functionality and talent management best practices, the CSM collaborates with Sales and the customer to set outcomes and measurable objectives.

The CSM monitors reporting and analytics to assess product optimization and ensures the customer is on track to realizing maximum value from the Cornerstone solution.

CSM's operates as the customer advocate and matrix leader, internally and externally, by collaborating with cross-functional teams to proactively identify opportunities for optimization, to mitigate immediate or forecasted risks, and to recommend solutions.

In this role you will :

• Manage a portfolio of customers and conduct regular customer meetings to drive a high level of satisfaction and value realization with the Cornerstone solution.
• Collaborate with Account Managers to set results and measurable objectives with the customer.
• Develop a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.
• Partner with customers to understand their current and future business goals and challenges and translate that into people, product and process strategies.
• Empower customers to connect their goals and challenges with solutions in the Cornerstone platform while increasing adoption and utilization.
• Work across the customer's business organization to communicate the value of these solutions to their team and executives.
• Advocate on behalf of customers by engaging with Cornerstone's product and technical teams to translate customer feedback into product requirements.
• Collaborate and work cross-functionally, engaging the appropriate consultants and technical resources as necessary.
• Provide industry insights, guidance and recommendations to drive customer strategic outcomes.
• Meet assigned targets for expansion, renewals and strategic objectives in assigned accounts.
• Pass initial certification exams and maintain expert level knowledge of Cornerstone product offerings and configuration options by staying current with releases.
• and being the high performer you are, you will be willing to take on additional responsibilities as needed

You've got what it takes if you...

• Bring 4-5 years of experience in Customer Success
• Bring 3 - 5 years of experience with Saba or Cornerstone products or other SaaS Learning and Development products.
• 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
• Proactively manage and nurture relationships to ensure high retention rates and customer satisfaction
• Strong analytical abilities to assess customer needs and provide strategic solutions.
• Demonstrated thought leadership through industry involvement, trend analysis.
• Demonstrate negotiation abilities in contract renewals, upselling opportunities, and addressing customer concerns to achieve win-win outcomes.
• Experience engaging with C-suite executives, understanding their business objectives, and effectively communicate the value proposition of our solutions to ensure alignment with their strategic goals.
• Have excellent communication, presentation, consulting and analytical skills.
• Have passion for customer success.
• Enjoy working in a fast-paced, dynamic organization.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Consideration for privacy and security obligations
• Are able to adapt changes in roles and responsibilities.
• Are able to travel up to 15% for client visits & industry conferences.

Extra dose of awesome if you have...

• Eastern Time Zone preference
• Have a B.A. / B.S. degree or equivalent professional experience in Human Resources, Organizational Development or another applicable field.
• Experience using the Cornerstone applications or comparable products with a demonstrated high level of skill.
• SPHR, SHRM-CP, SHRM-SCP, CCP, CPLP designation
• MBA or other graduate degree
• Have 3+ years' experience in Customer Success within the Talent Management ecosystem.

LI-ET1

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 [email protected]