Senior Manager, Global Customer Support

Cornerstone OnDemand

4.6

United States (Remote)

Ranked as one of the Best Tech Companies for Women in 2023

4.6/5 in overall job satisfaction

4.7/5 in supportive management

90% say women are treated fairly and equally to men

97% would recommend this company to other women

100% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

We offer Wellbeing Days (paid days off during the months of July, August, and September) so our people can focus on their wellness.

The Cornerstone Family First Initiative is a one-time initiative covering reimbursement for some out-of-pocket fertility expenses.

Through Maven, we provide 100% free coaching and personalized support for those navigating mid-life and menopause.

#req10730

communications, Self-service knowledge bases, CRM and Customer experience analytics)

White Glove & Proactive Support:
Continuous improvement to existing "best in class" customer support package that exceed expectations for enterprise customers, focusing on proactive engagement, personalized solutions, and superior issue resolution.
Data-Driven Management:
Gather, analyze, and report on critical support metrics: CSAT, NPS, first response time, resolution time, and more. Use data to drive continuous improvement, inform decisions, and demonstrate impact to leadership.
Process Optimization:
Evaluate new technologies, tools, and best practices in support operations; identify opportunities for automation and efficiency.
Cross-functional Collaboration:
Partner with product, engineering, account management, and sales teams to drive successful customer outcomes, fast-track issue resolution, and relay customer feedback for product improvements.
Customer Advocacy:
Serve as a trusted advisor and escalation point for enterprise customers, advocating on their behalf internally and ensuring their voices are heard.

You've got what it takes if you've got...

Bachelor's degree in a relevant field and/or role aligned experience required.
6+ years experience in customer support/operations roles, with at least 5 years leading teams in a SaaS environment.
Demonstrated expertise in enterprise-level support and white glove services.
Deep proficiency with customer support operational tools and CRM platforms.
Proven track record in data analysis and using metrics to drive decisions.
Experience designing and modeling customer support packages and service tiers for enterprise clients.
Excellent communication, leadership, and stakeholder management skills.
Ability to thrive in a fast-paced, customer-focused, and collaborative environment.