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Product Specialist - Premier Accounts Cornerstone OnDemand
THIS JOB HAS EXPIRED
ResponsibilitiesGain a deep understanding of the Cornerstone application including the thousands of complex features configuration options
Deliver outstanding customer service to Cornerstone?s Premier accounts and meet their support needs in a timely, professional manner
Provide functional and technical software application support through advanced troubleshooting and problem-solving on software application issues
Research, respond to, and resolve support needs of Premier accounts through managing cases submitted by those accounts to Global Product Support
Provide constant and ongoing communication to clients regarding support needs and incidents, including regular scheduled calls with assigned accounts
Schedule, prepare for, and run regular discussions with your assigned Key Accounts. Provide targeted application advice where required.
Create accurate, reliable, and complete case activity updates in the case tracking system suitable for maintaining an accurate knowledgebase
Manage, track and resolve cases in compliance with published service level agreements and internal milestones
Proactively diagnose the support needs of your assigned Key Accounts and prepare an action plan to improve support delivery
Analyze Cornerstone?s support delivery for your assigned Key Accounts against published service levels and commitments. Leverage Microsoft Office tools outside of Salesforce where necessary.
Act as an advocate and trusted advisor for all Key Accounts to see issues through to resolution
Build and maintain relationships with key Cornerstone functions including Account Management, QA, Development, Alliances, Implementation, Technology Services to ensure seamless resolution of client cases
Participate in the Global Product Support Exchange Program which includes spending time with an account?s Super Lead Administrator at their location to assist in the management of their Global Product Support cases
Work with teammates and management to identify process improvement and/or team development opportunities
Other duties or special projects as assigned.
Required Skills and Experience
Bachelor's degree in Engineering, Mathematics, Computer Science, Finance or related degree preferred
4 years of experience in a client-facing support role (e.g., customer service, training, project management) involving technology
Analytical ? must possess the ability to understand clients? business processes and workflows and translate them into system functionality to help clients meet their needs with existing system features
Demonstrated ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects
Ability to analyze information from multiple, and possibly conflicting, sources and make a sound recommendation
Ability to resolve conflicts between several different viewpoints of an issue
Excellent written and verbal communication skills and an energetic and positive approach will be key in helping you manage your interactions with clients
Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)
Experience with one or more of the following recommended but not required: programming languages, relational databases, HTML/content development
Supportive team player
Flexible and adapts well to rapid change
Fluent in Spanish, French, Portuguese, Japanese or Mandarin Chinese is a plus
| Location: | 1601 Cloverfield Blvd. Suite 620 Santa Monica, CA 90404 United States |
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THIS JOB HAS EXPIRED
Cornerstone OnDemand
Investors: Bay Partners, Bessemer Venture PartnersAll Jobs: at Cornerstone OnDemand
| Web Site: | www.cornerstoneondemand.com |
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| Headquarters: | 1601 Cloverfield Blvd. Suite 620 Santa Monica, CA 90404 United States |
| Industry: | Software |
