Job Description

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:

The Customer Success Manager (CSM) is the overall relationship owner to assigned OpenText Cloud Managed Services accounts. The CSM is a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.

The CSM 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:

Customer Management:

Overseeing overall success management of the customer which includes weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking, cross functional communication with other OT teams (i.e., support, sales, product management, etc.). Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.

Strategic Planning:

Ability to elicit and document business vision, short and long-terms goals and business objectives, and success metrics into a Customer Success Plan and establish a Success program governance model to track outcomes. Strategically manage customers. Delight and exceed customer expectations and proactively nurture customer to be referenceable.

Escalation Management



Facilitate communications between various teams when needed to restore customer wellness and stability. Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

WHAT YOU NEED TO SUCCEED:

Bachelor's degree in a technical or business discipline, or equivalent Professional Experience of 5-10+ years' in customer ownership roles (customer success, consulting, sales, account management preferably in a technology, SW deployment, SaaS environment/industry Strong client focus - ability to operate at a senior manager level Excel at building long-term internal and external relationships, great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision-makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome. Solid work ethic with a willingness to work overtime Willingness to travel as needed (estimated 15%) Bilingual (French) required or Secret Clearance is an asset

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in shaping the future of content management solutions. Apply now and be part of our exciting journey at OpenText!??

VOTRE IMPACT :

Le/la Gestionnaire de la reussite client (Customer Success Manager - CSM) est responsable de la relation globale avec les comptes attribues des services geres dans le cloud d'OpenText. Le/la CSM est un conseiller de confiance et un partenaire strategique qui comprend les activites et la strategie du client en lien avec son portefeuille de produits OpenText.

Le/la CSM veille a la sante operationnelle, a la satisfaction du client et s'assure que celui-ci tire un retour sur investissement (ROI) maximal de ses services geres dans le cloud OpenText.

CE QUE CE ROLE OFFRE :

Gestion du client :

Supervision de la gestion globale du succes client, incluant les appels hebdomadaires de suivi, les rapports mensuels sur les SLA, les visites sur site, les revues d'affaires, le suivi des problemes et la communication interfonctionnelle avec les autres equipes OT (support, ventes, gestion des produits, etc.). Fournir aux clients et a la direction interne des rapports et mises a jour reguliers, incluant les echeanciers, jalons, risques, problemes, decisions et etat general.

Planification strategique :

Capacite a recueillir et documenter la vision d'entreprise, les objectifs a court et long terme, les indicateurs de succes dans un plan de reussite client, et a etablir un modele de gouvernance pour suivre les resultats. Gestion strategique des clients. Surpasser les attentes et fideliser les clients pour qu'ils deviennent des references.

Gestion des escalades :

Faciliter la communication entre les differentes equipes lorsque necessaire pour retablir la stabilite et le bien-etre du client. Fournir une gestion experte des incidents et des problemes pour les enjeux critiques et a fort impact, assurer l'analyse des causes profondes et le suivi d'un plan d'action correctif, avec application des apprentissages pour l'avenir.

CE DONT VOUS AVEZ BESOIN POUR REUSSIR :

Diplome universitaire en discipline technique ou commerciale, ou equivalent. Experience professionnelle de 5 a 10+ ans dans des roles de gestion de la relation client (succes client, conseil, ventes, gestion de comptes), idealement dans un environnement technologique, de deploiement logiciel ou SaaS. Forte orientation client - capacite a interagir a un niveau de gestion senior. Excellente aptitude a batir des relations durables internes et externes, grandes competences interpersonnelles et intelligence emotionnelle. Confiance pour dialoguer avec des decideurs de haut niveau. Capacite a eduquer et a reformuler la pensee du client a l'aide de donnees et d'analyses pour assurer un resultat positif. Ethique de travail solide et disponibilite pour faire des heures supplementaires. Les candidats doivent etre bases a Montreal ou a Quebec et etre disposes a se deplacer chez les clients (environ 15 % du temps). Bilingue (francais) requis.

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 submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.