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 digitalBe part of a winning team that leads the way in enterprise information management.
The opportunity:
The customer success srManager will lead a team of 6 to 8 csm’s, responsible for understanding customer outcomes through the teams ongoing collection and analysis of data and feedbackWith the ability to turn those findings into onboarding, expansion and retention strategies for our direct customersThey’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more.
This leader will be accountable for saas customers on both our data security and data protection platformThey will carry a quota for both new and renewal businessCore leadership responsibilities include working directly with their csm’s to:
Drive adoption, expansion and retention
Understand customer outcomes through their communication with customers decision makers, helping them to analyze customer health metrics, understanding buying habits and adoption and suggest retention and growth strategies.
Represent the voice of the customer providing input into product management, marketing and sales ops.
Collaborate effectively and proactively cross organizationally with team members, support renewals and sales to promote adoption, expansion opportunities, cross sell and customer retention
Collaborate with the engineering and development teams to help set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
Educate team members on how to provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
What you`re great at:
Experience
2+ years customer success, renewals or account management experience in a saas or software company.
Proven track record of working in a customer facing role
5+ years in a leadership role with direct reports carrying quota
Have experience, or be willing to learn, forecasting, salesforce, and tableau
What it takes:
Collage degree or relevant work experience required
Senior level experience working with, and managing, stakeholders, peers, direct reports and c-level executives, and customers
A high degree of accuracy and attention to detail is required
Excellent verbal and written communication and interpersonal skills
Flexible approach, able to operate effectively with uncertainty and change driving the desired outcomes
Driven, self-motivated, enthusiastic and with a “can do” attitude
Opentext`s efforts to build an inclusive work environment go beyond simply complying with applicable lawsOur 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 lawsShould you require accommodations during the selection process, please contact accomodationrequests@opentext.com ).
