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Cornerstone onDemand Customer Success Manager (PM) in Remote, India

EdCast, now part of Cornerstone OnDemand,offers a unified platform designed to operate end-to-end employee experience journeys spanning learning, skilling and career mobility. Its award-winning platform is used internationally by organizations ranging from large Global 2000 companies to small businesses and governments. With EdCast’s platforms, our customers are able to attract, develop and retain a high-performance and future-ready workforce. EdCast's offerings include its Talent Experience Platform, Spark for SMBs, Content Strategy & Solutions and MyGuide Digital Adoption Platform. EdCast is a World Economic Forum Technology Pioneer award recipient.

In this role you will….

  • Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

  • Establish clear retention goals and process milestones for the client and employees to work toward

  • Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services

  • Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

  • Maintain existing customer success metrics and data as directed

  • Hands-on in project managing multiple accounts.

  • Risk management.

D2D Responsibilities

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

  • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.

  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time

  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members

  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members

  • Prepare necessary documentation or visuals for client to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement

  • Work with the sales and marketing team to drill customer references and develop case studies

  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.

  • Optimize existing processes within the company and actively enhance all Customer Success initiatives.

You’ve got what it takes if you have

  • 5- 8 years of experience in Project management, account management, or customer success.

  • Strong verbal and written communication, strategic planning, and project management skills

  • Analytical and process-oriented mindset.

  • Comfortable working across multiple departments in a deadline-driven environment

  • Active team player, self-starter, and multitasker who can quickly adjust priorities

  • Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

  • Consideration for privacy and security obligations

An extra dose of awesome if you have

  • Exceptional professional presence and business acumen.

  • Graduate from a well-known institute.

  • Enthusiastic team player with an innovative approach.

  • Ability to work in an aggressive and fast-moving environment where key objectives need to be met on pre-agreed timescales

Equal 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@csod.com

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