Customer Success Manager (ANZ Remote)

Sydney, New South Wales, au
Company: Cornerstone onDemand
Category: Management Occupations
Published on 2021-07-30 06:16:31
Customer Success Manager (Remote within Australia / New Zealand) The Customer Success Manager is responsible for supporting the Customer's adoption and continued satisfaction with the Cornerstone OnDemand Talent Management solution. The Customer Success Manager is introduced to the Customer near the end of the implementation process and becomes the primary "face" to the Customer as implementation is closed out and the Customer goes live with the solution. The Customer Success Manager takes ownership of Cornerstone's relationship with the Customer 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 Customer, helping to drive support and change when necessary to help the Customer achieve their business objectives. The Customer Success Manager will regularly provide best practice recommendations, expert-level application support, assist Customers in solving point-in-time challenges, and partner with the Customer to increase the effective use and adoption of the Cornerstone solution. The Customer Success Manager will be measured on the Customer's utilisation of the solution, engagement with Cornerstone as a business partner, and overall Customer satisfaction. In this role you + Facilitate the transition out of implementation to Go-Live and support the Customer's drive towards self-sufficiency + Manage a portfolio of Customers and make certain a high level of satisfaction with the solution is achieved + Complete assigned tasks for Customers outside of assigned portfolio + Lead Customers through the incubation process + Create a tailored plan to ensure Customer success and achievement of incubation/engagement metrics + Conduct regular meetings with Customers and make recommendations to provide continued success with talent management processes, workflows, and system configuration + Develop a consultative relationship with each Customer and work in conjunction with Sales and Account Management providing solution planning support + Educate Customers on self-service tools, release process, and other Customer programs to ensure a successful partnership + Advise Customers of process/system risks based on organisational 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 + 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 + Consideration for privacy and security obligations You've got what it takes if you + 5+ years of experience using Cornerstone OnDemand application or comparable product; high level of skill with the application + Highly detail-oriented and able to manage multiple projects simultaneously + Organised and methodical with excellent follow-up to ensure Customer expectations and deadlines are met #LI-GC1Equal 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@

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