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.

 

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

 

YOUR IMPACT:

 

You are the Lead Customer Success manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts and act as a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.
You ensures operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.

 

WHAT THE ROLE OFFERS:

 

Lead a team of CSMs across multiple geographies or portfolios.Ensure service delivery, issue resolution and customer satisfaction.Drive success plans, framework adoption, and internal collaboration.Track overages, forecast risk, and guide new process implementation.Escalation and problem management accountability for strategic accounts.Total Customer Ownership for the portfolio of customers being alignedLead and work with Cross functional teamsContributes to development of functional and business objectivesOn-board net-new hybrid (on-prem and cloud) based customersEnable customer sponsors in a consultative and best-practice share approachDevelop customer success plans that include appropriate milestones, tasks and regular customer interactions with associated updates, based on the customer success engagement methodology and best-practicesOwn customer profiles and management of data from disparate systems; ensuring that all internal stakeholders have a single source of truth for the health and status of each customerCoordinate cross-functional communication and processes to help guide customers through their journeyCreate comprehensive analytics and dashboards that reflect a 360°view of the customerMentoring and guiding CSMs across complex account structures.Executive stakeholder management and conflict resolution.Creating process improvement plans and governance models.Driving strategic alignment with Sales, PS, and Support leads.Critical thinking and a Problem solverOperate and Lead at a Managerial level by mentoring team of CSM's Proactive with identifying and mitigating Customer problems with Governance and Solutions.

 

WHAT YOU NEED TO SUCCEED:

 

Bachelor’s degree required (MBA or equivalent leadership experience added advantage)ITIL, PMP, or CSM platform certifications are a strong plus.10+ years’ experience in customer success/delivery leadership Proven project management skills with demonstrated experience in a consulting environmentConversant in cloud technology and data center deployment. ITIL certification preferred.Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controlsDemonstrable experience in developing and rolling out customer satisfaction improvement programsSignificant experience of leading and managing teams (including matrix management) with in an offshore environment

 

 

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. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.