Product Specialist - Premier Accounts (Santa Monica, CA)

  • Santa Monica
  • Confidential
  • 3-7 years
  • 31 Mar 2015

  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description


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

Required Skills and Experience

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 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