Lead Customer Success Manager

Description:

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 Lead, Customer Success Manager (CSM) at OpenText is responsible for working with their assigned Customers throughout their lifecycle and journey. In this role, you are accountable for working cross-functionally to execute the Customer Success framework and provide overall program management support. You will lead and support the required on-boarding, engagement, enablement, success planning and adoption activities including Sales, Professional Services, Customer Support and Product Management teams as required. The CSMs will advocate for the Customer within OpenText to enable the achievement of the customer’s business outcomes.

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. The Customer Success environment is an opportunity for growth in the team and organization based on proven performance. The ideal candidate will have experience Customer Success Management, delighting customers, owning programs, working cross-functionally and delivering against tight timelines, self-starter, excellent attention to detail and great communication (both verbal & written) skills.

• Sell the value of the Customer Success partnership across all levels of the Customer and OpenText to ensure organizational alignment
• Ability to elicit and document business vision, goals and success metrics into a Joint Success Plan and establish a Success program governance model to track outcomes
• Manage 1-4 large strategic enterprise cloud customers. Delight and exceed customer expectations and proactively nurture customer to referenceable
• Execute activities in the Joint Success Plan using our Customer Success Framework and best practices, monitor delivery projects to ensure success, help mitigate risks and facilitate decision making
• Deliver outcome-driven Success Workshops and engagements with customers that clearly align to their goals and how success plan will be achieved
• Conduct Success assessments and develop tailored value-add Success plays along with the subject matter experts to achieve value realization for the Customer.
• Prepare and conduct monthly success plan reviews, governance forums and quarterly business /leader success reviews to curate executive level scorecards and success metric reporting
• Conduct regular engagement with Customer Business owners, Change managers and End users to obtain success data and identify areas where the use of OpenText is adding value to the business
• Assist customers in the adoption of new OpenText capabilities and collect feedback on any barriers or opportunities to align customer needs with OpenText product strategy
• Working with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups, webinars etc.