Customer Relationship Manager

Micro Focus (now OpenText) is one of the world’s largest enterprise software providers. We deliver mission-critical technology and supporting services that help thousands of customers worldwide manage core IT elements of their business so they can run and transform—at the same time.

Your Impact

We are looking to welcome a Customer Success Manager to lead Strategic Success Management for our Cloud Customers from post-sales through renewal. In this role, you will ensure customers gain maximum value from OpenText solutions, driving retention and growth. Reporting to Cloud Renewals, you will navigate customer organizations, advocate for their challenges, and align goals to their business outcomes. Proactive sharing of best practices and strong influence at all business levels is essential.

What The Role Offers

• Sell the value of the Customer Success partnership to ensure organizational alignment between the Customer and OpenText.
• Manage large strategic and mid-market enterprise cloud customers, driving them towards referenceable and successful renewals.
• Execute activities in the Joint Success Plan using our Customer Success Framework, monitor projects, mitigate risks, and facilitate decision-making.
• Deliver outcome-driven Success Workshops and engage regularly with Customer Business owners, change managers, and end users to gather success data and identify value-add areas.
• Prepare and conduct monthly success plan reviews, governance forums, and quarterly business success reviews to create executive-level scorecards and success metric reports.
• Assist customers in adopting new OpenText capabilities and collect feedback to align customer needs with OpenText's product strategy.
• Document business vision, goals, and success metrics in a Joint Success Plan and establish a Success Program governance model to track outcomes.
• Nurture customer relationships through to successful full renewals.
  
  

What You Need To Succeed

• Strong experience in customer ownership roles (customer success, consulting, sales, account management).
• Demonstrated experience working with large enterprise organizations with a proven track record of impacting customer results.
• Significant experience running large-scale enterprise-wide transformation customer programs.
• Familiarity with business analysis and project management methodologies.
• Experience with large ERP, Test Management, and Service Management deployments with a technical background.
• C-level engagement skills to offer value-add solutions in collaboration with account leads
• Strong verbal and written English skills are required.
• Experience working with global cross-functional teams.
• Familiarity with CRM software and customer success tools is preferred.
  
  

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.

Micro Focus’ (now OpenText) 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 [email protected].