Customer Success Manager
OpenText Corp
Waterloo, ON, Canada
16d ago

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.

Be part of a winning team that leads the way in Enterprise Information Management.

The opportunity :

The Principal Customer Success Manager (CSM) is a dynamic, customer facing individual who have experience in applying technology and software as a service solution to strategic customers.

They focus on and ensure that our customers recognize value and meet their business objectives from OpenText solutions. The CSM will take responsibility for analysing customer data / reports and sharing and acting on insights, activities such as assisting with preparation for strategic account reviews, invoking and monitoring production support issues and tending to other ad-

hoc customer requirements. The CSMs will advocate for the customer within OpenText to enable the achievement of the customer’s business objectives.

Success for the CSM is ensuring that the long-term vision of the customer’s journey is captured and mutually agreed upon, product usage insights and any associated issues are communicated when appropriate for action, new revenue opportunities are identified, ad-

hoc or scheduled customer reports are generated and distributed, and implemented technology remains stable.

This is an exciting opportunity for an individual that is passionate about Customer Success, relishes responsibility and is looking to join a fast-

paced, high growth environment. This is an advanced level position into a Customer Success environment with an opportunity for growth in the team and organization based on proven performance.

The ideal candidate will have experience delighting customers, owning projects and delivering against tight timelines, self-

starter, excellent attention to detail and great communication (both verbal & written) skills.

You are great at :

  • Support accounts that fall under the Elite Platinum program; many of which are the largest and most complex organizations in the world.
  • On-board new customers and provide best-in-class consultative approaches to ensure adoption of opentext solutions and services
  • Develop customer success plans that include appropriate milestones, tasks and regular customer interactions with associated updates, based on the customer success engagement methodology and best-practices.
  • Own customer profiles and management of data from disparate systems; ensuring that all internal stakeholders have a single source of truth for the health and status of each customer
  • Coordinate cross-functional communication and processes to help guide customers through their journey
  • Create comprehensive analytics and dashboards that reflect a 360 view of the customer
  • Prepare and deliver reports for QBR / ABR customer reviews
  • Provide a channel for the AE to request product roadmap insights
  • Deliver updates and communications to internal & executives sponsors
  • Build rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText walls
  • Proactively monitor trends in customer’s support activity and take action in response to alerts
  • oWork with internal systems, to detect early signals of at-risk customers through raised issues, trends or fired triggers handling appropriately

  • With support from the regional and global technical support leadership teams, the CSM is expected to own the following :
  • oAnalysis of support ticket-centric insights and recommendations based on support ticket history

    oPro-active recognition of support case(s) that should be triaged differently or escalated

  • Contribute to the continuing iteration and definition of best-practices, process and templates of the Customer Success Manager role.
  • Working with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups, webinars etc.
  • What it takes :

    oBachelor Degree or equivalent work experience.

    o7+ years of experience in an enterprise level customer-facing role in Sales, Program management and SaaS Customer Success Management

    oKnowledge of business intelligence / analytics reporting systems preferred.

    oKnowledge of Enterprise Content Management systems required.

    oDemonstrated project management skills.

    oExperience with managing multiple simultaneous projects

    oSalesforce.com experience a plus

    oProficiency in Microsoft Office especially MS PowerPoint

    oUnderstanding of Net Promoter Score (NPS) methodology and measurement preferred

    oExcellent English written and communication skills; second language (French, German, Spanish) desirable.

    oKnowledge of perpetual and subscription software licensing models

    oMaintain a detailed knowledge of OpenText products and services

    oAbility to follow standard processes; but to identify when improvement could be required

    oWillingness to go above and beyond for the customer and account team when required

    oObsession over value and return on investment required

    oTechnically astute; able to understand large enterprise IT concepts required

    oConsultative mind-set combined with project based execution approach required

    oHighly self-motivated and able to work effectively with remote virtual teams across multiple time zones.

    oOffice Based. May include 25% customer travel

    At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability or race.

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