Cornerstone onDemand Content Customer Experience Manager (United States) in Boston, Massachusetts
The Content Customer Experience (CCX) Team supports customers in successfully deploying and leveraging Cornerstone content subscriptions and partner offerings to meet business outcomes. By focusing on adoption and utilization, the CCX team helps current customers get the most out of their content purchase, ultimately driving upsell, cross sell, and renewal of content subscriptions.
As a Content Customer Experience (CCX) Manager, you will provide guidance on implementing, launching, and maintaining employee development programs utilizing Cornerstone content subscriptions and partner content offerings. Partnering with the Sales and Customer Success teams, you will ensure your customers’ content is deployed effectively to learners and becomes an irreplaceable part of their Learning and Development activities. By serving as an advocate for the customers with whom you will engage and by leveraging the resources provided by Cornerstone’s Content Studios team and Content Partners you will have the opportunity to help grow this newer service for Cornerstone customers. The ideal candidate for a CCX Manager at Cornerstone is solutions-minded and action-oriented, and will have experience with change management, as well as exceptional communication and organization skills.
Content Customer Experience (CCX) Manager performance is based on specific metrics associated with activities supporting adoption and engagement of an assigned book of business.
In this role you will...
Execute activities associated with content implementations, ongoing user adoption, and analysis of content customer engagement
Manage cross-functional relationships externally on the customer side and internally at CSOD
Serve as an advocate for your customers by analyzing and surfacing customer health and content registration data to identify trends and opportunities to improve adoption
Design processes and resources to support customers at scale
Develop a credible voice for online learning best practices in your region/territory
Collect feedback and clearly articulate product recommendations for CSOD product development that are data driven and will drive registrations and retention
Participate in key meetings with Customer Success Managers and Account Managers throughout the customer lifecycle
Work closely with content Division leaders to help identify gaps and opportunities to increase overall team efficiencies
Maintain a deep awareness for the evolving use case of content at Cornerstone
... and being the strong performer that you are, you will be willing to take on additional responsibilities as needed
You’ve got what it takes if you...
Have a B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development, Business, or Finance
With 5+ years of work experience, including experience in a customer facing role such as Customer Success, Product Support, or Account Management
Are proficient with Excel , PowerPoint, and other office tools
Are action-oriented and can manage your time and priorities
Have outstanding written and verbal communication skills with excellent follow-up to ensure customer expectations and deadlines are met
Are organized, detail-oriented, and able to manage multiple projects simultaneously
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 email@example.com
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