Customer Success Manager

1 month ago

Waterloo, Ontario, Canada OpenText Full time

Customer Success Manager Role Summary: Manage customer relationships, ensure operational health, and drive maximum ROI from OpenText Cloud Managed Services investment.

As a Customer Success Manager at OpenText, you will be the primary point of contact for assigned accounts, responsible for ensuring operational health, customer satisfaction, and maximum ROI from OpenText Cloud Managed Services investment. You will partner with customers to understand their business and strategy, and provide strategic planning, escalation management, and customer management to drive success.

Key Responsibilities:

  • Oversee overall success management of the customer, including weekly status calls, monthly SLA reporting, site visits, and business reviews.
  • Provide regular reports and status updates to customers and internal management, including timelines, milestones, risks, issues, and decision status.
  • Elicit and document business vision, short and long-term goals, and business objectives into a Customer Success Plan.
  • Strategically manage customers to delight and exceed expectations, and proactively nurture customers to be referenceable.
  • Facilitate communications between various teams to restore customer wellness and stability.
  • Provide expert incident and problem management for high-impact and critical customer issues.

Requirements:

  • Bachelor's degree in a technical or business discipline, or equivalent.
  • 5-10+ years of professional experience in customer ownership roles, preferably in a technology, SW deployment, SaaS environment.
  • Strong client focus, ability to operate at a senior manager level.
  • Excellent interpersonal skills, emotional intelligence, and ability to converse with senior decision-makers.
  • Solid work ethic with a willingness to work overtime.
  • Willingness to travel as needed (estimated 15%).

About OpenText:

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. We are committed to building an inclusive work environment that values diversity and promotes equal opportunities for all employees.

Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace. We are dedicated to 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.

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