Customer Success Manager

6 months ago

Waterloo, Canada opentext Full time

**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.

**The Opportunity**:
The Onboarding Manager is responsible for successful onboarding of customer into the OpenText Cloud environment. It includes management of client relationship during onboarding phase at multiple, assigned accounts. OM will work closely with Account Manager, Principal Onboarding Lead, Professional Services team, Cloud Delivery team, and Commercial IT team to deliver the contracted cloud services to customer.

**You Are Great At**:

- Accountable for ensuring customer is on boarded into Cloud environment and successfully using the service with high customer satisfaction.
- Manage all the customer related onboarding activities into cloud per their defined scope and SLA.
- Conduct interactive status meetings with customers, cloud services operations, Professional Services, and Commercial IT team to review ongoing activities and progress.
- Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.
- Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.
- 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.
- Escalate issues, as needed, to keep projects on target (within established parameters) and proactively work to resolve issues that may impact customer satisfaction or SLA.
- Define and/or verify scope and delivery parameters in proposals and statements of work and provide Change requests when required.
- Identifies opportunities and maximizes services revenues within customer base.
- Motivates, develops and mentors other service delivery staff.

**What It Takes**:

- Strong client focus - ability to operate at a senior manager level.
- Bachelor’s degree in a technical or business discipline, or equivalent.
- At least 5 years’ experience in software deployment projects.
- Proven project management skills with demonstrated experience in a consulting environment.
- Conversant in cloud technology and data center deployment. ITIL certification preferred.
- Experience with formal project management techniques (i.e., Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership). PMP preferred.
- Demonstrable experience in developing and rolling out customer satisfaction improvement programs.
- Significant experience of leading and managing teams (including matrix management) within an offshore environment.

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