Customer Success Manager (Cloud Services)

OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT:

The Customer Success Manager (CSM) is the overall relationship owner to assigned OpenText Cloud Managed Services accounts. The CSM is a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.

The CSM ensures operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.

WHAT THE ROLE OFFERS:

Customer Management:

• Overseeing overall success management of the customer which includes weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking, cross functional communication with other OT teams (i.e., support, sales, product management, etc.).
• Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.

Strategic Planning:

• Ability to elicit and document business vision, short and long-terms goals and business objectives, and success metrics into a Customer Success Plan and establish a Success program governance model to track outcomes.
• Strategically manage customers. Delight and exceed customer expectations and proactively nurture customer to be referenceable.

Escalation Management

• Facilitate communications between various teams when needed to restore customer wellness and stability.
• Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

WHAT YOU NEED TO SUCCEED:

• Bachelor's degree in a technical or business discipline, or equivalent
• Professional Experience of 5-10+ years' in customer ownership roles (customer success, consulting, sales, account management preferably in a technology, SW deployment, SaaS environment/industry
• Strong client focus - ability to operate at a senior manager level
• Excel at building long-term internal and external relationships, great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision-makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome.
• Solid work ethic with a willingness to work overtime
• Willingness to travel as needed (estimated 15%)

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in shaping the future of content management solutions. Apply now and be part of our exciting journey at OpenText!

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.