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Customer Success Manager

Req id:  37922

North Sydney, NSW, AU

 

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. Be part of a winning team that leads the way in Enterprise Information Management. 

 

 

Job scope/summary:

 

The OpenText Customer Success Management team is responsible for the delivery of Strategic Success Management throughout the Customers’ cloud journey from post-sales to value realization to renewal.

We’re looking for an experienced, strategic and customer-focused Customer Success Manager to ensure that our Cloud Customers are getting the maximum value from the OpenText solution by delivering services with the goal of retention and growth.  As a key member of the Customer Success team and reporting into the Cloud Renewals, this role effectively navigates all levels of the customer organization to maintain alignment and drive objectives forward to successful renewal.

 

Customer Success Manager will serve as an internal advocate for your customers, representing their challenges to leadership and foster a culture of high performance and Customer focus and will regularly set goals and priorities that clearly align to the Customers desired business outcomes and long-term success. Besides proactively sharing success best practises and promoting collaboration, a strong ability to influence at all levels of business is very welcome.

 

Job specifics/responsibilities:

 

  • Selling the value of the Customer Success partnership across all levels of the Customer and OpenText to ensure organizational alignment.
  • Managing 6-10 large strategic enterprise cloud customers and proactively nurture the customers to referenceable and successful renewal.
  • Executing 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.  
  • Delivering outcome-driven Success Workshops and conducting 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.
  • Preparing and conducting monthly success plan reviews, governance forums and quarterly business success reviews to curate executive level scorecards and success metric reporting.
  • Assisting customers in the adoption of new OpenText capabilities and collect feedback on any barriers or opportunities to align customer needs with OpenText product strategy.

 

 

Key deliverables/accountabilities:

 

  • Documenting business vision, goals and success metrics into a Joint Success Plan and establish a Success Program governance model to track outcomes.
  • Nurture a reference and managed customer through successful full renewal.

 

Education (degree) and professional experience required:

  • Business Planning and Strategic Program Management: has significant experience running large scale enterprise-wide transformation Customer programs and familiar with Business Analysis and Project Management methodologies.
  • University or Bachelor's degree; Advanced University or MBA a plus.

 

 

Other requirements:

  • Experience with large ERP, Test Management and Service Management deployments with technical background.
  • Uses C-level engagement skills in collaboration with account leads to offer value-add solutions to the client.
  • Balance strategic and tactical pursuits to optimize coverage
  • Strong English verbal and written skills required.
  • Familiarity with CRM software and customer success tools preferred
  • Experience working with global cross functional teams

 

 

Personal skills and qualities:

  •  Strong experience in customer ownership roles (customer success, consulting, sales, account management).  
  • 5-7 years of experience in working with large enterprise organizations and a proven track record of measurably impacting your customers results.

 

 

 

 

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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