Client Insights Manager

Cornerstone OnDemand is a leading global provider of a comprehensive learning and talent management SaaS suite.

Cornerstone is looking for a Client Insights Manager to gather and interpret critical and timely client experience data to derive actionable insights on client satisfaction as they consume Cornerstone products and services.

This is both a strategic and hands-on position requiring intensive experience in interpreting customer insights, process analysis, business analysis, process mapping and process improvement capabilities. Ideal candidate has a strong background in managing customer experience and process improvement initiatives and driving solutions to improve those processes with the end-customer in mind.

This person should be intellectually curious, business-savvy, and analytical. This highly visible role will synthesize complex data from multiple sources to deliver business insight and strategic guidance to product and development teams, the services organization, and executive leadership.

• Gather
• Execute Global Client Survey leveraging Net Promoter Score and Client Satisfaction methodologies
• Create master Voice of the Client, client survey & feedback plan for organization
• Analyze
• Analyze large, complex data sets representing the behavior of Cornerstone clients to address strategic and operational business needs
• Transform data into actionable business intelligence through the use of reporting tools
• Perform hands on analysis of customer data using tools such as Qualtrics, Cvent, Salesforce, and Excel to access enterprise data
• Develop and maintain dashboards, tools, and processes to institutionalize findings
• Develop strategic client insights reporting and analysis for executive reporting on a monthly, quarterly and annual basis
• Perform annual customer segmentation analysis
• Communicate & Advocate
• Proactively recommend improvements to the client experience
• Distill and communicate key insights across all levels of Cornerstone
• Work closely with internal teams, using data to drive continuous improvement in their process, products and services
• Professionally present and articulate the business value of complicated analysis to a diverse group of users
• Work with global teams to analyze and report regionally on global KPIs and key reports for executive teams
• Translate findings into clear insights and then communicate verbally and through compelling written documents
• ...and being the rockstar you are, will be willing to take on additional responsibilities as needed

• Have a Bachelor’s Degree
• Are intellectually curious, analytically rigorous, hard-working and have a good business intuition are musts
• Have a minimum of 5 years of progressive experience in strategic insights, primary market research, business analytics, finance or a related field is required
• Have excellent training, presentation, communication skills (both oral and written)
• Are able to communicate effectively to direct and motivate team and others, maintaining a persuasive and credible presentation style at all levels of the organization
• Have expert Excel skills
• Have knowledge of Cvent and Salesforce
• Have strong business acumen, and a driven, proactive approach