Robynne Cucinotta

Sudbury, Massachusetts, United States

linkedin.com/in/robynnecucinotta

addt3c@r.postjobfree.com

Summary

Achieving the highest levels of customer success is an essential part of who I am. Professionally or personally, I believe you can always be better today than you were yesterday. For the past 20 years, my innate passion to help companies realize success through technology has driven my path forward in my career. I serve as a trusted advisor to our most strategic customers, providing guidance to sales, services and support to ensure synergies across each customer’s projects, and ensure the highest levels of customer satisfaction. I strongly believe in the importance of being equal parts strategist, visionary, and a doer to get things done; to be able to shi from thought leadership to rolling up my sleeves to engage in hands-on support. I will always be willing to do whatever it takes! Experience

Manager, Strategic Engagement

Cornerstone OnDemand

Sep 2019 - Present (10 months +)

• Provided guidance and support for the Strategic Engagement team in the areas of customer and partner relationship management

• Worked closely with other team leads to collaborate and execute on a cohesive strategy to support customer satisfaction and retention

• Aligned and built relationships with strategic partner practice leaders and customer executive teams

• Consistently assessed and confirmed customer satisfaction levels, expectation criteria and program changes within the team's customer portfolio

• Presented executive briefings internally to Cornerstone Executive Team Strategic Client Success Manager

Cornerstone OnDemand

Feb 2016 - Sep 2019 (3 years 8 months)

• Managed a portfolio of strategic clients and owned the relationships with the client business process owners, providing counsel and guidance aimed at ensuring their successful experience with Cornerstone.

• Served as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives.

• Provided best practice recommendations, expert-level application support, assisted clients in solving point- in-time challenges, and partnered with the client to increase the effective use and adoption of the Cornerstone solution.

• Created tailored plans to ensure client success and achievement of adoption/engagement metrics

• Developed a consultative relationship with each client and partnered with Sales and Account Management to provide solution planning support

• Educated clients on self-service tools, release processes, and other client programs to ensure a successful partnership

• Advised clients of process/system risks based on organizational constraints and developed solutions to mitigate risks

• Engaged the appropriate consultants and technical resources as necessary Robynne Cucinotta - page 1

• Partnered with sales and account management to ensure alignment at all levels of the relationship throughout the partnership

Senior Manager, Global Services Enablement

Cornerstone OnDemand

Sep 2011 - Jan 2016 (4 years 5 months)

• Managed the Partner Enablement Delivery team

• Developed and conducted certification and training programs for Partners in the areas of Implementation, Service, and Support

• Provided Partners with subject matter expertise, coaching and guidance in the areas of Implementation, Service, Support, and Product

• Actively developed and managed key enablement processes, tools, and systems for the Partner community

• Ensured the processes and programs developed were adhered to and that feedback from Partners funneled appropriately through the organization

• Provided ongoing support and coaching of Partners post-enablement

• Developed relationships with Partners and their clients Manager, Implementation Services

Cornerstone OnDemand

Jun 2007 - Jan 2012 (4 years 8 months)

Led corporate clients through the implementation of Cornerstone OnDemand, an integrated talent management SaaS so ware solution. Modules included Learning, Performance, Succession, Compensation, Compliance, and Analytics.

Consultant, Media & Applications

Palladium: Make It Possible

Jul 2006 - May 2007 (11 months)

• Improved technology products and made them more compelling by formulating functional and technical requirements documents, testing and addressing bugs during development cycles, developing product documentation, training, and marketing collateral, leading product enhancement initiatives

• Supported the pre-sales and post-sales process by leading client demonstrations live and over the web, responding to RFP’s, configuring applications for deployment to end users, training and supporting end-users

• Worked in the field with clients executive end users through participating actively as a member of a strategy execution project and serving as the “technology guru” on an engagement Product Marketing Consultant

H-Lounge.com

Feb 2006 - May 2006 (4 months)

Consumer Insight Analysis, Competitive Analysis, Qualitative and Quantitative User Feedback, Google Analytics

MBA Student

MIT Sloan School of Management

Sep 2004 - May 2006 (1 year 9 months)

MBA Marketing Intern

My Healthy Fit

May 2005 - Aug 2005 (4 months)

• Determined customer needs through member profiling: collected & analyzed key demographic data; conducted on-site member interviews to obtain customer perspectives on MHF products & services; used Robynne Cucinotta - page 2

ranking/paired comparisons to aid in prioritizing customer needs; calculated member conversion rates relative to phone inquiries, guest passes, promotions, direct mail & pricing options

• Analyzed communication strategies & streamlined tactics to decrease mktg costs: calculated cost/response ratios for direct mail, newspaper advertisements, mktg collateral, & customized sales lists; utilized mapping so ware to evaluate sales impact of direct mail campaigns relative to membership location data

• Developed communications strategy: conceptualized & designed mktg materials; collaborated with local newspapers to negotiate PR exposure; instituted promotional events to increase awareness & acquire new members; established cross-marketing partnerships to strengthen WOM/expand market reach Program Administration Associate

Massachusetts Institute of Technology

May 2001 - Aug 2004 (3 years 4 months)

• Instituted Working Paper and Research Brief collections to increase research funding; copyrighted all publications

• Managed Intranet/Extranet; Initiated value-added capability to web site by creating a private client log-in area

• Created bi-monthly newsletters; measured customer click-through data to track customer preferences

• Developed and facilitated customer relationships working directly with MIT faculty and senior executives from more than 40 corporate clients, including GM, UPS, Intel, and MasterCard Product Support Specialist

Lycos Europe

May 2000 - May 2001 (1 year 1 month)

• Collected end user data to enhance and develop product and service features: analyzed customer feedback for existing features; collaborated with product development team to develop new product options

• Developed strategic plan for future web-based products based on ongoing analysis of competitive strengths, weaknesses, and enhancements; implemented plan for launch of website redesign

• Researched and quantified user trends through customer insight analysis; prepared product implementations; conducted usability and feasibility analysis from internal and external user perspectives Education

MIT Sloan School of Management

MBA, Marketing

Sep 2004 - Jun 2006

Harvard University Extension School

CM, Management, Marketing

Sep 2002 - May 2004

Colby College

BA, English, Spanish, Creative Writing

1996 - 2000

Spent a semester abroad in Seville, Spain (6 months) Skills

Product Marketing • Strategy • SaaS • Management Consulting • Enterprise So ware • Consulting • Business Strategy • Salesforce.com • Talent Management • Customer Success Robynne Cucinotta - page 3

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