Director of World Wide Customer Care Cornerstone OnDemand
THIS JOB HAS EXPIRED The Global Customer Care capability is one of the most critical components of Cornerstone?s software-as-a-service (?SaaS?) business model and is directly correlated to the success and satisfaction of our clients. The team provides day-to-day, functional and technical support and service to administrators of the Cornerstone application across the globe, 24 x 7 x 365. In addition, the Global Customer Care function is a core component of Cornerstone?s own talent management strategy as it serves as the primary talent pool for the rest of the organization.
The Director of Global Customer Care (?DGCC?) will define and implement an operational model that that is scalable, revenue-generating, and differentiating in the general SaaS and highly competitive talent management marketscapes. This includes all aspects of the worldwide operation including people, processes and supporting tools/technologies. This position requires a uniquely talented leader with demonstrated success in building cost-effective, scalable, client-facing application support and service capabilities.
The DGCC will be located in Santa Monica, CA and will report directly to the Senior Vice President of Client Success, who is accountable for the engagement and retention of clients. The DGCC will have direct involvement in setting functional strategy and building and implementing plans to scale this area of the business to accommodate the exponential growth expected in the Cornerstone client portfolio. Planned travel will be required to Cornerstone?s Global Customer Care Service Pod locations, including Tel Aviv, Israel.
Success in this role may provide a host of additional opportunities for professional growth. Cornerstone OnDemand is committed not only to recruiting top talent, but also to developing and retaining great people.
Architect, lead, and continuously improve the global capability including strategy, organization structure, processes and tools/technologies to achieve the highest levels of client success and satisfaction in order to meet all stated business objectives
Lead globally-distributed service pods of multilingual Customer Care Advisors and Customer Care Engineers (currently located in Los Angeles, USA and Tel Aviv, Israel) to deliver service 24 x 7 x 365
Establish, ensure alignment across and enhance standard operating procedures for all core global customer care processes, including internal and external communication protocols
Set the strategy for and drive the implementation of a new support and service technology across the organization
Define, productize, launch/implement, market and continuously improve customer care service offerings (e.g., platinum, gold, silver packages, service requests, etc.)
Establish deep partnerships and cross-functional processes with key Cornerstone functions including Product Management, Client Success Management, Consulting Services and Global Technology Services and Engineering to ensure seamless execution of service
Accountable for compliance with all internal and external service level agreements
Report key business metrics to senior management, assess metrics and take appropriate actions to continue to enhance the customer care capability
Serve as a key member of the core, cross-functional global Client Satisfaction team
Engage with Cornerstone clients as necessary to ensure the highest levels of client satisfaction and develop critical business relationships
Develop the plan and deploy the necessary resources to enable customer care capabilities within Cornerstone?s strategic partners
Oversee the Global Customer Care Talent Management Strategy that is laser focused on the success of team members and the advancement of their careers
Required Skills and Experience
10 years of client-facing application support and service experience
Success in delivering technology projects
Experience with social support and service/Web 2.0 technologies
Proven leadership abilities
Global team management
Excellent verbal and written communication skills
Advanced troubleshooting and problem analysis skills
Six Sigma or equivalent training preferred
SaaS experience preferred, but not required
||1601 Cloverfield Blvd. |
Santa Monica, CA 90404
THIS JOB HAS EXPIRED