Lead Customer Success Manager (French speaking)

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. 

The Opportunity:

The OpenText Customer Success Services (CSS) team is responsible for the delivery of Strategic Success Management throughout the Customers’ cloud journey from post-sales to value realization. Our team of experts help organizations build success plans that create value, improve business outcomes, and proactively impact the lifetime value of their OpenText solution.

We’re looking for an experienced, strategic, customer-focused Lead, Customer Success Manager to provide the highest touch success services working with our top tier paying Enterprise customers. You will demonstrate a sustained, significant, and quantifiable impact on the business in the areas of success planning, program management and governance.  As the Lead, Customer Success Manager in this segment, you will 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 Managed Services organization, this role effectively navigates all levels of the customer organization to maintain alignment and drive objectives forward. The successful candidate will confidently build a success roadmap, and establish new, broad relationships across the customer base to ensure long-term success.  

As the Lead, Customer Success Manager, you make a personal investment in working with Customer and OpenText teams to continually engage to push the business forward by championing new initiatives that drive Customer value.  You will serve as an internal advocate for your customers, representing their challenges to leadership and foster a culture of high performance and Customer focus.  You will regularly set goals and priorities that clearly align to the Customers desired business outcomes and long-term success. You nurture partnerships based on intimate knowledge of customers and stakeholders.  You help facilitate decision making, get resolution or commitments to a positive outcome. You proactively share success best practices and pull in the required resources to promote collaboration and resolve conflict to ensure Customer voice is heard. You have a very strong ability to influence at all levels of the organization in pursuit of Customer Success and ultimately drive a referenceable customer for OpenText.

Flexible Work Program with Travel up to 10% depending on the onsite needs to deliver strategic engagements, as needed.

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 1-4 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 outcome-driven Success Workshops and engagements with customers that clearly align to their goals and how success plan will be achieved

 • Conduct Success assessments and develop tailored value-add Success plays along with the subject matter experts to achieve value realization for the Customer.  

• 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

Experience, Qualifications and Competencies:

Fluent in French

Strong experience in customer ownership roles (customer success, consulting, sales, account

Strong experience in customer ownership roles (customer success, consulting, sales, account management).  

Experience working with large organizations and a proven track record of measurably impacting your customers results.

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

i.e., Prince, Agile and PMP

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 1-800-499-6544.