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Customer Success Manager

01/06/2018

Job 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 opportunity

The Customer Success Manager (CSM) is a new role at OpenText which will ensure our strategic 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.
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/EBR 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
On a daily basis work with systems such as Salesforce and Gainsight together 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:
Analysis of support ticket-centric insights and recommendations based on support ticket history
Pro-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

Education

Bachelor Degree or equivalent work experience.
Experienced in an enterprise level customer-facing role either in Consultancy, Account Management or Support Management.
Knowledge of business intelligence/analytics reporting systems preferred.
Knowledge of Enterprise Content Management systems required.
Demonstrated project management skills.
Experience with managing multiple simultaneous projects
Salesforce.com experience a plus
Proficiency in Microsoft Office – especially MS PowerPoint
Understanding of Net Promoter Score (NPS) methodology and measurement preferred

Other

Knowledge of perpetual and subscription software licensing models
Maintain a detailed knowledge of OpenText products and services
Ability to follow standard processes; but to identify when improvement could be required
Willingness to go above and beyond for the customer and account team when required
Obsession over value and return on investment required
Technically astute; able to understand large enterprise IT concepts required
Consultative mind-set combined with project based execution approach required
Highly self-motivated and able to work effectively with remote virtual teams across multiple time zones.

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