Client Operations Manager Cornerstone OnDemand
The Global Client Operations team owns the creation and delivery of strategic initiatives and global operations to drive client service delivery, engagement, retention and ultimately financial impact. The team works closely with functions across Cornerstone (e.g., Service Delivery, Sales, Finance, Legal, Support and Technology). Our primary function is to provide accurate and timely client data and business intelligence so that client-facing teams can effectively deliver outstanding client service and for Cornerstone OnDemand to drive accurate and complete Service revenue.
As the Client Operations Manager, you will be responsible for Cornerstone?s global operations to ultimately deliver and monetize Service projects to clients. You will design and execute global policies and procedures to record and track service projects. You will continuously identify process innovations to drive compliance among client service teams to these procedures and to improve the client service revenue cycle. You will own the cross-functional processes and technologies for end-to-end tracking, including revenue recognition. You will own the architecture and administration of any tool used to record and monitor projects end-to-end. The ideal candidate is a problem solver, a people leader, technology-savvy, thrives on bringing order to chaos, a multi-tasker, and willing to roll up their sleeves and pitch in wherever needed. A successful leadership style based on a can-do attitude and a collaborative approach is a must.
Manage client operations to support client service delivery teams around the globe.
Manage the administrative support function to meet operations and revenue cycle targets.
Ensure client service transactions are properly recorded in line with client service and accounting principles.
Manage all aspects of new client on-boarding, including requesting new client portals, uploading new client users, creating client login credentials and initiating welcome emails to client.
Manage the client service Acceptance Program to drive a great client experience and to recognize revenue in timely manner.
Design, build and maintain any tools (e.g., OpenAir) to track end-to-end the service projects that Cornerstone has to deliver to its clients.
Identify and drive process innovation on end-to-end client service and the revenue tracking cycle to meet corporate targets (financial and performance).
Develop, launch and maintain policies and procedures to track service projects throughout the contract lifecycle. Drive adoption of these policies and procedures among Cornerstone employees and contractors.
Provide point-in-time and trend analyses on service projects including project backlog, status, completion and compliance to policies and procedures to drive business decisions.
Identify and drive continuous improvements within the operations team.
Work closely with business partners to influence and guide client service tracking in other parts of the business.
Create a high performing team environment that fosters innovation and partnership.
Complete other duties as needed
Required Skills and Experience
5 years leading and managing an operations teams in a matrix environment
Confident in taking ownership of challenging situations with senior business stakeholders to drive positive outcomes
Excellent verbal and written communication, time management and organizational skills
Business process expertise and a track record of driving positive change throughout an organization
Strong analytical and structured problem solving capabilities across people, process and technology
Outstanding professional etiquette to support clients, both internally and externally
Exceptional leadership in a fast-paced team environment under tight deadlines
Ability to be flexible, learn quickly and respond to dynamic business and technical conditions
Excellent team player who can work with virtual and global team members
||Santa Monica, CA |