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Lead Customer Success Manager
3 months ago
OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.
The Opportunity:
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.You are Great at:
- 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 14 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 outcomedriven Success Workshops and engagements with customers that clearly align to their goals and how success plan will be achieved
- 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.
What it Takes:
- **Professional Experience**: 7-10+ years' experience in customer ownership roles. Experience working with large organizations and a proven track record of measurably impacting your customers results.
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Strategic Program Management: Has significant experience running large scale enterprise-wide transformation Customer programs and familiar with Project Management methodologies i.e., Prince, Agile and PMP. Experience creative problem solving and large-scale change management with a strong ability to autonomously detect and manage risk and experience with cross-team customer advocacy.
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Relationship Building: Excel at building long-term customer relationships, great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision-makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome.
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Creativity and Influence: Willing to push the boundaries of what's been done before. A creative mindset to build solutions, energize others with passion, and encourage quality and commitment.
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Leverage Knowledge and Critical Thinking: You can think big but have awareness of the impact of little details. You consider yourself a thought leader in Customer Success that constantly brings forward new ideas and then dives deep into the practical and tactical details to get it done.
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Collaboration and Communications: Ability to create senior-level relationships and engage new contacts at all levels of the organization. Ability to demonstrate leadership and coordinate efforts across different functional areas of the business to support customer initiatives and drive growth. Strong verbal and written communication skills with high proficiency in creating and delivering PowerPoint presentations, consolidating data and metrics to drive action and influence decision making.
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Deliver Results: Ability to define and meet deadlines, work under pressure and build/maintain productive customer relationships. Self-starter with the ability to prioritize activities and ensure key objectives and renewal targets are met. Commitment to continuous improvement, self-development, and life-long learning.
Subject to applicable laws and regulations, OpenText's global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office.
