Product Specialist -Premier Accounts

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

We're looking for aProduct Specialist - Premier Accounts (Santa Monica, CA)

This position offers an excellent opportunity at a fast-growing, NASDAQ-listed global software and services (SaaS) company that is expanding domestically and internationally.

The Product Specialist, Premier Accounts (“Premier Product Specialist”) will be part of the Global Product Support Team. The Premier Product Specialist role will be laser-focused on providing world class support on issues and questions with the Cornerstone OnDemand application. The Premier Product Specialist will be assigned to specific Key Accounts which are typically Fortune 500 accounts with highly complex and/or sophisticated usage of the Cornerstone application to meet their globally integrated Learning and Talent Management strategy.

We are looking for candidates with software application support experience, advanced troubleshooting and problem analysis skills, excellent communication skills and superior customer service skills. Familiarity with the Talent Management space is an asset.

• Maintain a deep understanding of the Cornerstone application including the various feature and configuration options and keep up to date on new and enhanced functionality

• Provide functional and technical software application support through advanced troubleshooting and problem-solving on software application issues

• Effectively manage cases by researching client issues and questions, providing regular communication and driving successful resolution to their cases in line with service level agreements

• Deliver outstanding customer service to Cornerstone's Premier accounts and meet their support needs in a timely, professional manner

• Proactively diagnose the support needs of your assigned clients and prepare an action plan to improve and/or maintain support delivery

• Coordinate and host regular Application Support Calls with assigned clients to discuss open cases, agree priorities and develop relationships and confidence

• Analyze Cornerstone's support delivery for your assigned clients against agreed service levels and commitments

• Act as an advocate and trusted advisor for all assigned clients to see issues through to a successful resolution

• Build and maintain relationships with key Cornerstone functions including Account Management, Client Success, QA, Development, Alliances, Implementation, and Technology Services to ensure seamless resolution of client cases

• Work with teammates and management to identify process improvement and/or team development opportunities

• Maintain expert level knowledge of each of the Cornerstone onDemand cloud offerings and configuration options

• Bachelor's degree in Engineering, Business, Technology, or other relevant degrees

• Foreign languages a plus - we’re a global team!

• 3 years’ experience with client-facing role (e.g., customer service, training) involving technology

• Tech-savvy: ability to easily grasp technical concepts and to act as the liaison between client and technical teams

• Analytical: ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects

• Experience working with Talent Management technology. Prior experience with Cornerstone OnDemand’s products a plus.

• Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)

• Team player with an energetic and positive approach

• Flexible and adapts well to rapid change as well as to schedule / shift changes

• Excellent verbal and written communication skills ?·

• Required to pass all internal written Cornerstone OnDemand product certification exams