The Cornerstone Hybrid Account Manager is responsible for fostering the overall relationship between Cornerstone and a book of Federal, Aerospace and Defense clients. By maintaining a strong relationship with our clients, the Hybrid Account Manager ensures high levels of client satisfaction and leverages their deep understanding of our client's business needs to ensure they are receiving the most value from our technology - identifying new areas and applications for our technology and services. The Hybrid Account Manager will drive adoption, ensure healthy usage levels, identify growth opportunities, and demonstrate sustainable value from the customer's Cornerstone solution that leads to renewals and continuing relations. This is a hybrid role that will involve new business as well as Account Management.
The successful candidate will work closely with the Sales leadership, Customer Excellence, and Customer Engagement teams as well as Customer Support to ensure successful delivery of solutions and will be the key business contact for the client.
Key skills for this position include excellent discovery, sales, communication, and account management skills.
In this role you will...
- Have responsibility for an assigned book of accounts within which you will be responsible for finding and developing opportunities to:
- Expand the use of Cornerstone's solutions within new areas of the business
- Expand the breadth of Cornerstone's footprint to include additional products and capabilities
- Create a talent management strategy for/with your customers
- Identify services opportunities as needed
- Drive renewals for your assigned book of accounts
- Drive customer satisfaction and referenceability
- Actively take ownership of the client accounts to ensure there is a clear communication plan in place with the key people in the account, and that you have a full understanding of the business needs across the organization. Driving and growing relationships both horizontally and vertically within the account.
- Develop and oversee strategies to expand the use of CSOD software solutions for learning, performance, talent management, talent acquisition and content within the customers' business or subsidiaries.
- Develop a cadence of customer interaction to assess customer needs, determine system requirement, solution utilization and ensure overall account health.
- Lead discovery and solution workshops; deliver technical presentations to position CSOD solutions to customers and prospective customers.
- Partner with clients to build strategic plans for talent management, and develop, present, or respond to proposals for specific customer requirements and customization of software solutions.
- Guide and advise customers on how they can benefit from the use of new software solutions and services.
- Manage and actively take ownership of enterprise client accounts to ensure there is a clear communication plan in place with the key stakeholders; drive and grow relationships both horizontally and vertically within the account.
- Map and build account plans, manage forecasts for opportunities identified and for annual renewal pipeline.
- Meet with business stakeholders to address business opportunities, issues and questions balancing customer needs and CSOD's business needs.
- Coordinate with and provide direction to various members of cross-functional teams to ensure focus and delivery of services and solutions.
- Uncover opportunities for increased customer base growth and potential adoption of other services.
- Build knowledge of customer business needs and recommend software offerings aligned to business needs for the customer's long-term success and further adoption of CSOD services as appropriate.
- Access, analyze, present customer reports to draw conclusions and provide recommendations
You've got what it takes if you have...
- Experience in an account management capacity and are looking for an opportunity to take each assigned account to the next level.
- The ability to show us strong communication and relationship building skills, and that you have the ability to work independently within each account as well as knowing when to bring in team members for support (whether that is a more senior Manager/ Executive, a member of the overlay or support teams, or a pre-sales resource, product management or other).
- An understanding of account management and software sales, ideally on the applications side, and you will be able to develop an understanding of our software solutions quickly.
- Previous experience of developing opportunities and a passion for fostering customer satisfaction and helping them reach their goals
- Proven ability to deliver a high degree of customer satisfaction to a base of clients through effective reactive and proactive engagement, as well as consulting guidance and recommendation for added solutions and services. Highly committed individual with a background in account management
- Strong, influential team player capable of building good relationships across all functions
- Passionate about the needs of the customer with a strong interest in helping customers succeed; yet being balanced to protect Cornerstone's interests
- Flexibility, integrity and creative problem-solving skills
- Excellent oral and written communication skills in English as well as other required language as per job opening(s). With the proven ability to effectively present and communicate in an articulate and confident manner to all levels of an organization, including senior management levels
- Strong discovery skills
- The ability to take a consultative approach to both prescript and recommend a talent management strategy to your clients
- Excellent follow-up skills with great attention to detail
- The ability to manage several priorities and work well under pressure
- Proven ability to collaborate and build strong relationships with customers especially at the Executive level and into new departments
- Proven ability to align across Cornerstone's corporate functions
- Some travel will be required depending on assigned book of accounts
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
- The ability to listen to the customer, understand what they need, find solutions that will help them and to drive long term relationships with the customer and Cornerstone, is critical.
- Consideration for privacy and security obligations
Extra Dose of Awesomeness if you have...
- An understanding of learning, performance and talent solutions, and familiarity with the industry.
