OPENTEXT - THE INFORMATION COMPANY
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.
AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent AI can't replace to help us shape the future of information management. Join us.
The Customer Success Manager leads an assigned group of enterprise level Managed Services programs and/or accounts. The Lead Customer Success Manager will provide global account leadership and may work with Customer Success Manager(s) in other geos. The Lead Customer Success Manager is responsible for brokering the client's move, add and change activity, ensuring delivery to commercial obligations and serving as a communication conduit for cross-functional OpenText teams. The position does not carry a sales quota but is integral to the growth and expansion aspects of account planning. This position is a senior role and candidates are expected to perform in a highly autonomus manner while helping to ensure the success of other team members. This position may lead strategic internal or external projects in addition to their customer success role.
Your Impact:
The Customer Success Manager will be the client's primary point of contact and owns the client's delivery experience. This position is responsible for day-to-day operational oversight, service level adherence and solution/domain expertise. The Lead Customer Success Manager directs a matrixed delivery team including both regional and remote delivery staff. The Lead Customer Success Manager uses best practice methodologies, processes and tools to deliver OpenText services. The Lead Customer Success Manager reviews and approves all program deliverables and establishes communication and governance rhythm with the client.
What the Role Offers:
* Develops customer success plan. Own value planning, recommend expansion opportunities, retain revenue.
* Ensures the mission critical requirements of the client are met through thorough understanding of their business requirements and objectives.
* Owns client from go-live through steady state to include being the key contact for Professional Services delivery, change management, service level reporting, client satisfaction and assisting with growing revenue within the client.
* Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve client issues and drive cross-functional issues to closure.
* Tracks program progress, identifies and mitigates risks, maintains effective communication with all program stakeholders and provides detailed reports of progress against plan.
* Manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate.
* Formulates and takes corrective actions to mitigate deviations to the program plans and alerts management of potential problems (as appropriate). Facilitates a positive and productive long-term relationship with client(s) representing OpenText in all client-facing... For full info follow application link.
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 race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process pleas
e email accommodationrequests@opentext.com