Senior Manager of Global Product Support Cornerstone OnDemand
THIS JOB HAS EXPIRED This position offers an excellent opportunity at a fast-growing, NASDAQ-listed global software company. The Global Product Support capability is one of the most critical components of Cornerstone?s software-as-a-service (?SaaS?) business model and is directly linked to the success and satisfaction of our clients and partners.
The Senior Manager of Global Product Support for Premier Accounts & Partners, based in Santa Monica, USA, will lead and manage a team of named Product Specialists focused on supporting Cornerstone?s most strategic accounts and partners in their successful use of Cornerstone?s talent management suite. The role will serve as a member of a core, cross-functional leadership team focused on growing and retaining those strategic accounts. These strategic accounts typically consist of very demanding Fortune 500 companies with highly complex configurations and sophisticated usage of the Cornerstone suite to meet their globally integrated Learning and Talent Management business strategies. Our Partners are resellers of the Cornerstone OnDemand product and support their own client bases with assistance from Global Product Support.
The Senior Manager of Global Product Support for Premier Accounts & Partners will ensure that Cornerstone delivers a white glove support experience to its strategic account base. This includes ensuring that support needs are addressed in a timely, professional manner and that client service is impeccable. This leader will manage cross-functional improvement processes, while working closely with Global Product Support leaders in multiple geographic locations. An ideal candidate will have demonstrated experience successfully leading global client success teams for enterprise business customers in a high-touch, named support model. This leader will provide outstanding and innovative leadership to the Global Product Support team by creating a culture of performance and achievement. Cornerstone?s business performance relies on client satisfaction first and foremost and this role is highly visible throughout the organization.
Occasional travel will be required to meet with clients (e.g., for client visits and user group meetings), and to meet with global teams in other locations across the globe as needed. This role will report directly to the Senior Director of Global Product Support in Santa Monica.
Responsible for Cornerstone?s enhanced support offering (Premier/Premier Plus Support) including design of premier support offerings and global delivery strategy
Daily operation and management of the Global Product Support Premier team through effective use of resources, including scheduling, staffing and (continuously enhancing) delivery against a demanding set of customer expectations
Lead and manage team of high-performing Premier Product Specialists located across geographies. This includes hiring, developing and retaining talent
Manage the quality of Global Product Support services, ensuring our clients? success in using Cornerstone?s product suite to meet key business objectives, as well as professional and timely handling of issue escalations from strategic accounts and partners
Ensure compliance of support delivery and case resolution with stated service level agreements (SLAs)
Scale and enhance core processes within the Global Product Support team and evolve these in line with Cornerstone?s rapid growth
Establish deep, cross-functional partnerships with key Cornerstone functions (including Client Success, Account Management, QA, Development, Alliances, Implementation, Technology Services) to ensure seamless resolution of issues
Track, analyze and report metrics on client service levels and team performance to Cornerstone management
Provide problem-solving leadership related to Cornerstone?s application; functional and technical
Identify, develop, launch and manage initiatives for continuous improvement of the team?s performance and service offerings
Contribute to customer service strategy, and build and implement plans to scale Global Product Support to accommodate Cornerstone?s exponential growth
Serve as owner of internal support and service technology to ensure the Global Product Support team is enabled to provide outstanding service and support globally
Ensures the successful onboarding of new clients, and transition of clients who have upgraded their support package
Required Skills and Experience
7 years? experience with client-facing support services and team management
Bachelor's degree in Engineering, Business, Technology, or other relevant degrees
Ability to drive continuous improvement efforts and develop and deliver industry-leading support experiences
Advanced troubleshooting and problem-analysis skills, across people, process and technology
Strong people leadership skills with a track record of achieving results through collaboration with multiple teams across a company
Experience with organizational transformations through empowering frontline staff
Demonstrated comfort working with technology; SaaS experience preferred
Ability to innovate in a fast-growing work environment and comfortable dealing with ambiguity and sometimes highly-charged situations
Highly motivated self-starter who can grow the team and is passionate about the success of others
Strong professional etiquette and ability to diffuse and resolve conflicts both internally and externally
Excellent verbal and written communication skills (including presentation skills) in English; other languages would be an advantage
||1601 Cloverfield Blvd. |
Santa Monica, CA 90404
THIS JOB HAS EXPIRED