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:
We’re looking for an enthusiastic, customer centric team player that thrives on providing the best possible experience for our clients. You’ll need excellent communication and organisational skills along with the ability to manage complex internal relationships while maintaining a calm, positive and supportive attitude.
Opentext is one of the world’s leading cloud software companies – and as such you should be comfortable navigating the more technical aspects of what we do; while specific expertise is not required, a level of comfort with ITIL and LOVE (Land Operate Value Expand) processes is needed. Your role will involve working with all parts of the organisation from account management to engineering and support, so strong emotional intelligence, an open attitude to learning and people skills are a must.
What the role offers:
Lead a team of CSMs across multiple geographies or portfoliosAlign with Organization vision, strategy, and operating model.Own portfolio performance including churn, adoption, and retention.Engage with exec stakeholders, lead transformation and maturity.Oversee high-risk customers, define global governance models.Partner with Sales and Product to align roadmap and growth levers.Total Customer Ownership for the portfolio of customers being alignedStrategic lead to 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 customerPrepare and deliver reports for QBR/EBR customer reviewsProvide a channel for the teams to influence Product and Sales roadmapsDeliver updates and communications to internal & executives sponsorsBuild rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText wallsContribute to the continuous improvement and iteration of best-practices, process and templates of the Customer Success Manager roleWorking with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups,webinars etc.Establishing and maintain relation with internal delivery teamsWorking with Organizational stakeholders and drive process improvementsCreate and drive Success Plan frameworks and improve efficiency
What you need to succeed:
Bachelor’s degree required (MBA or equivalent leadership experience added advantage)Global exposure ; ITIL, Customer Success certified prefered14+ years in enterprise customer-facing roles.Enterprise relationship leadership and negotiation.Strategic roadmap planning and quarterly reviews.Driving NRR and retention through scalable CS programs.Building cross-functional alignment across global teams.Critical thinking and a Problem solverOperate and Lead at a Managerial level by mentoring team of CSM'sStrategic alignment for long term Business goalsProactive with identifying and mitigating Customer problems with Governance and SolutionConversant in cloud technology and data center deployment,. ITIL certification preferred.A level of comfort with creating and balancing fact-based analytics with real world application.Demonstrable experience in developing and rolling out customer satisfaction improvement programsAble to work independently with positive problem-solving attitudeExperience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership), demonstrated experience in a consulting environment Solid work ethic with a willingness to work overtime when required
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.