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Manager, Customer Success

Req id:  12581

Broomfield, CO, US

 

OPENTEXT - THE INFORMATION COMPANY

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

 

 

 

 

The Opportunity

The Manager, Customer Success is responsible for developing customer relationships that promote adoption, expansion, retention and loyalty. This role will work closely with our Customer Success Managers (CSMs) to ensure OpenText customers are satisfied with the services they receive. You will work to improve upon areas of dissatisfaction to gain trust and partnership across our customer base in SMB/C while helping to capitalize on what is working well.

Reporting to the Sr. Director, Customer Success Renewals, the Customer Success team manager will supervise one of our Customer Success teams with 5 to 8 employees from our Data Protection/Data Security team in our SMB business.

 

You Are Great At

Collaborating on customer support practices

The Manager, Customer Success is responsible for contributing to policies and procedures that optimize the customer experience, promote growth and retention. They will work directly with their team members to gather feedback from customers, study the customer needs and analyze customer data to identify account plans. Account plans will include customer adoption/implementation plans, growth and development paths, and customer relationship strategies.

 

Providing connections and resources for technical and product support

The Manager, Customer Success is responsible for ensuring CSM’s have established collaborative relationships first and foremost with their customers but also with internal product managers, support organization, and technical account teams who know our Data Protection and Data Security products inside and out. The Manager, Customer Success will focus the CSM team on customer development, portfolio growth and expansion, and retention including:

  • Continually educating their customers on the flexibility and capabilities of their solution, as well as highlighting the value of the solution they use and how they are using it
  • Promoting and driving adoption and portfolio expansion
  • Aligning internal resources to engage and exceed customer expectations 12 months a year
  • Presenting and encouraging cross and up-sell opportunities
  • Developing deep seeded C-Level relationships, ensuring our customers continue to renew their annual agreements

 

Supervising employees

The Manager, Customer Success will be supervising a direct staff and performing basic human resource tasks such as hiring, coaching/mentoring and training the team. This may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training and on boarding new employees. They will also conduct performance evaluations, handle disciplinary actions, set expectations, monitor progress, and hold weekly one on ones with each employee to provide direction, collaboration, coaching and praise.  

 

Customer Success management skills

The Manager, Customer Success should possess fantastic interpersonal skills and be strong leader. They need to be highly organized, work autonomously and have experience and success guiding and supporting others. They will be excellent communicators both orally and in writing, and they will understand the difference between a servant leader and direct leader.

 

What It Takes

  • Experience in both a CSM and renewals responsibilities
  • Previous management of people or large projects
  • Experience as a customer-facing, quota bearing sales rep with measurable results
  • Understanding and successful execution of customer account plans
  • Excellent written and verbal communication skills
  • Salesforce experience working with opportunities and renewals
  • Proven track record of successful forecasting
  • History of establishing and maintaining C-Level customer relationships
  • A proven strategy for implementing a successful LAER model across teams
  • The ability to actively think both operationally and strategically
  • Superior negotiation skills, with the ability to close deals of all shapes and sizes

 

 

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 please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act

 


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and your potential. Become an OpenText Voyager.


Nearest Major Market: Denver

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