Customer Experience Lead

2 days ago

North Sydney Council, Australia beBeeSuccess Full time $110,000 - $130,000

Role Overview

As a Customer Success Manager, you will lead the overall relationship with Managed Services accounts. This role requires a trusted advisor who understands the customer's business and strategy as it relates to OpenText product portfolio.

Key Responsibilities
  • Oversee the overall success management of the customer, including weekly status calls, monthly SLA reporting, site visits, business reviews, issue tracking, and cross-functional communication with other teams.
  • Provide regular reports and status updates to customers and internal management, including timelines, milestones, risks, issues, decisions, and overall status.
  • Run in-person Customer Success Workshops and Design Thinking workshops, accurately documenting outcomes.
  • Elicit and document customer business vision, short- and long-term goals, and success metrics into a Customer Success Plan; establish governance to track outcomes.
  • Strategically manage customers to delight and exceed expectations, proactively nurturing customers to be referenceable.
  • Own the customer journey, driving value, growth, and expansion of the footprint through increasing adoption, utilization, and customer satisfaction.
Escalation Management
  • Facilitate communication between various teams to restore customer wellness and stability.
  • Provide expert incident and problem management for high-impact issues, applying root-cause analysis and corrective action plans, learning from experience.
  • Proactively manage the customer's cloud service to prevent escalations or missed service levels.

Requirements:

  • Bachelor's degree in a technical or business discipline, or equivalent.
  • 5+ years in customer ownership roles, such as customer success, consulting, and program management in SaaS Content Management and/or Customer Communication Management managed solutions.
  • Strong client focus, ability to operate at a senior level, and represent in front of customer executives.
  • Excellent interpersonal skills, emotional intelligence, and confidence to converse with senior decision-makers.
  • Familiarity with Customer Success metrics and their interpretation.
  • AI-savvy professional, able to drive change toward AI-based tools and apply AI in the workplace.
  • Willingness to travel as needed (estimated 25%).

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