Head of Critical Account Programs

Cornerstone OnDemand; Salt Lake City (UT); Remote; USD 140,000 - 190,000; Full time

Job summary

Cornerstone OnDemand is building a new Critical Account Programs capability and seeking a Senior Manager to lead the end-to-end program from ground up. You will own high-impact, cross-functional customer situations that require coordination across Sales, Services, Product, Partners, Support, and Customer Success.

You will define operating models, governance, and playbooks; lead the most challenging scenarios, and drive systemic improvements while working closely with executive leadership to

Qualifications

• 10+ years of experience in customer escalations, critical account or program management.
• Experience building systems and processes to improve customer experience.
• Experience leading complex, executive-visible customer situations with multiple stakeholders.
• Exceptional executive communication skills, including managing up to senior leadership and leading executive-level communications with customers.

Responsibilities

• Define and establish the Critical Account Programs operating model.
• Lead the most complex customer situations spanning multiple functions.
• Communicate with internal executives and customers at the highest level.
• Design scalable playbooks, governance, and readiness mechanisms for growth.

Skills

Executive communication

Cross-functional leadership

Program management

Customer escalation

Job description

Cornerstone OnDemand is building a new Critical Account Programs capability and seeking a Senior Manager to lead the end-to-end program from ground up. You will own high-impact, cross-functional customer situations that require coordination across Sales, Services, Product, Partners, Support, and Customer Success.

You will define operating models, governance, and playbooks; lead the most challenging scenarios, and drive systemic improvements while working closely with executive leadership to