Vp, Customer Strategy & Operations

We're looking for a VP, Customer Strategy & Operations This role is Remote

Cornerstone OnDemand is seeking a Vice President, Customer Strategy & Operations to join our team. In this role, you will serve as an internal consultant and promote a holistic view of the Customer Success organization and the company’s Customer Centricity focus. You will act as a strategic advisor in key decision-making and will both independently and cross-functionally design, review, and drive critical business initiatives. The role requires a deep analysis of current and potential business strategies, customer needs, markets, and partnerships. As VP, Customer Strategy & Operations, you will work closely with the Chief Customer Officer (CCO) and Customer Success leadership team to provide data and analysis that will guide decisions and support the business with sound operational, strategic, market, and financial analysis. This position is responsible for improving and optimizing Customer Success Strategy, Operations, and Performance.

In this role, you will…

• Lead key team initiatives for the CCO, driving the executive agenda by managing strategy, executive communications, internal and external stakeholders, and special projects.
• Interface with employees, vendors, and clientele of all levels.
• Drive strategic cross-business initiatives and adjacent market opportunities with relevant business leadership.
• Lead the company’s Customer Insights focus including customer health, NPS, and CSAT, as well as customer councils designed to promote engagement and increase advocacy.
• Work closely with relevant business leadership to identify and explore opportunities outside of the near-term strategies; take a critical role in building a collaborative cross-business approach.
• Lead customer journey strategy to align across the company on Customer Success Go-To-Market (GTM) initiatives.
• Drive CCO communication and align with Marketing to support messaging while liaising with internal and external executives on various projects and tasks creating ad-hoc reports and presentations on an as-needed basis.
• Collaborate with direct reports of the Chief Customer Officer (CCO) to execute critical business activities and projects aligned to optimizing operations and performance.
• Formulate a holistic customer point of view for the rhythm of the business activities such as organization, company, and Board level Business Reviews.
• Take a leadership role in potential strategic mergers, acquisitions, and partnerships; analyze strategic customer rationale.
• Liaise closely with key stakeholders across functional areas to drive a cohesive strategic view of the business; synthesize analysis to deliver key insights and recommendations around priority growth opportunities, business model evolution, and critical capital allocation decisions.
• Possess a strong understanding of Profit & Loss (P&L) cost structure to the point of running a division or team; assist with management of Annual Operating Plan (AOP) and end-to-end workforce planning.
• Communicate the status of key projects to CCO and participate in facilitating meetings with senior leadership levels.

You Have What It Takes If You Have…

• Demonstrated experience driving the executive agenda by managing strategy, communication, internal and external stakeholders.
• Strong time-management skills and the ability to organize and coordinate multiple projects at once.
• Exceptional communications and influencing skills - able to manage up or down in the organization and communicate effectively and persuasively.
• Strong presentation skills combined with the ability to present data in a way that is persuasive to all audiences.
• Excellent coaching and teamwork skills; a strong influential leader of a cross-functional team.
• Excellent strategic process and strategy development skills from a top management consultancy firm or in a strategy role for a large global corporation. Well-honed finance and analytical skills; MBA is desirable.
• Experience developing internal processes and organizational systems.
• Strategic implementation, client relations, operations, training, and project management experience.
• Strong intellect and ability to deal with complex and ambiguous situations.
• Minimum of 10 years of experience in corporate communications, consulting and/or strategic operations.
• Strong Project Management ability and experience overseeing budgets and expenses.
• Ability to maintain professionalism and strict confidentiality with all materials and exercise discretion when interfacing with the business.
• A bachelor's degree from an accredited university/college or equivalent work experience.
• Prior merger and acquisition experience preferred.
• Demonstrated ability to influence stakeholders and work closely with others to determine and execute acceptable solutions.

Total Rewards

At Cornerstone, our transparent total rewards program is based on three core tenets: equitable pay, market dynamic research, and skill-based appraisal.

The base salary range for this position is: $196200 - $313900 USD

In addition to competitive base pay, the compensation package for this role may include other incentives like bonus or commission, along with a generous benefits package. Additional base pay may be available if you reside in a high-cost metro area (New York City or San Francisco Bay Area).

This range reflects the minimum and maximum salary for this position. Where an individual’s pay falls within the range is determined by factors including, but not limited to, job-related skills, experience, and relevant education or training.

Our 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 ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you!

What We Do

Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

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Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected] .