Auckland City, AucklandWe're looking for a Future Cornerstar!As a Client Success and Support Consultant working on Cornerstone OnDemand’s Specialty Desk, you will own the frontline support and communication with our clients.
It will be your responsibility to ensure that all client questions are resolved in a proactive, thorough, thoughtful and timely manner.
Beyond customer inquiries, you will be responsible for operational support functions. This means that you’ll be essential into ensuring that the Specialty Desk continues to operate in an efficient manner.
This position requires a talented individual that excels in comprehensive problem analysis, software support, and customer service.
In this role you will Customer Product SupportContinually develop and evolve your product knowledge, ultimately becoming a product expert on all specialty desk platforms (Cornerstone for Salesforce, Grovo, PiiQ, and Workpop)Respond to cases, emails, live chats, and phone calls from customers in an engaged, timely, and thoughtful mannerAnticipate customer needs and provide thoughtful responses, proactively providing assistance on next steps in the customer’s journeyActively review and analyze customer interactions to identify common issues, once identified review issues, investigate root causes, and share findings with the broader product and engineering teamShare these findings with the team to help build / strengthen our perception of the client journeyAssist in the creation of help content as appropriateDevelop and educate clients on common troubleshooting techniques.
Assist with deeper / internal troubleshooting as appropriateGuide clients through troubleshooting in thoughtful / considerate manner, presenting alternate paths / strategies in a simple formatIdentify, reproduce, test, and troubleshoot bugsTriage verifiable bugs and escalations as appropriateAssist product and engineering with QA and bug verifications, site testing as new features and bug fixes are releaseCommunicate fixes and manage resolution timeline expectations for clientsReporting & IntegrationsAccurately and quickly manage new employee payroll for existing Workpop clientsEnsure that integrations and configurations are maintained and managed as appropriateCompose and share reporting with clients as appropriateBillingResolving any billing discrepancies (ie late payments, charge errors, card updates, etc)Answer billing questions for both contracted and self-
serve clientsRespond to subscription cancellations with a consultative approach. Using the option to refund as a last resort (mitigate churn)Manage refunds per company policyTrust & SafetyModerate all new Workpop accounts -
Review and analyze each new business to ensure that the job posting is not fraudulent and meets our job posting guidelinesFollow up, investigate, and mitigate on all reports of fraudTeam DevelopmentCritically think about all the interactions you have, both with clients and internally.
Reviewing and identifying potential improvements and suggestions as neededCollaboratively work with the team. Each team member brings a wealth of unique experiences and knowledge, make sure you’re sharing yoursManage up.
You are responsible for ensuring your manager knows your career objectives, struggles, and general work experiences. You will then work together to ensure that you are continuously developing, successful, and genuinely enjoy your workTake ownership.
You have great ideas, ensure that you’re continuously working on a passion project that is contributing to your personal growth as well of our company objectivesYou’ve got what it takes if you have College degree or 2+ years of similar experience at a SaaS company3+ years of experience working with clients (this includes retail and hospitality management, software support, customer success, and sales)Comfortable in a fast-
paced environment. We are growing quickly and we need someone that thrives in an environment where changes happen regularly Analytical must possess the ability to understand clients’ business processes and workflows and translate them into system functionality to help clients meet their needs with existing system featuresAbility 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 Tech-savvy and easily learns new technology (Microsoft apps, Google apps, web apps, mobile apps, HTML experience)A positive attitude and high emotional intelligence which translates across all interactions (client and internal)Ability to work from home for a few hours on occasional weekends.
We have a 24 hr SLA and must check in at least once a day on weekendsOur Culture : Our mission is to empower people, businesses and communities.
A culture created less by what we do and more by who we are. When people are asked to describe the team, the answer is always the same : smart, cool, dependable, and visionary.
We are not a typical tech company (paid sabbaticals, generous stock units, education reimbursement, and 100% paid employee health coverage), because, well, our employees aren't your typical techies.
What We Do : Cornerstone OnDemand (NASDAQ : CSOD) helps organisations to recruit, train and manage their people. We work with hundreds of the world’s largest companies from Walgreens and Starwood Hotels & Resorts to Deutsche Post DHL and Xerox and thousands of smaller ones to help them engage their workforces and empower their people.
Our software impacts every aspect of the employee experience, helping people to make their best work even better which ultimately translates into greater business results.
Check us out on Linkedin, The Muse, Glassdoor, and Facebook!Based in Santa Monica, California, the company’s solutions are used by more than 40 million people in 190+ countries and in 40+ languages.
Check us out on Linkedin, The Muse, Glassdoor, and Facebook!LI-BHM1