Sr. Director, Customer Success

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

 

 

Your Impact:  

 

The role is reporting to the VP of Digital Renewals. The Senior Director, Digital Renewal Center (DRC) is the senior Renewals leader within our business unit. The DRC renewal leader is responsible for implementing the planned DRC strategy, driving expected outcomes in the tasked based model, ensuring revenue and booking targets are met. This is in addition to being a change agent and champion for our very fluid and rapidly changing renewal business. Within the scope of the role is the management of or Renewal business transformation, building collaborative working relationships across the many departments at OpenText including, operations, IT, finance, HR, etc. This dynamic leader will be the central voice in motivating, supporting and leading our US based team to success in both numbers and KPI’s.

 

Keys to success in this role include strong –

• Servant leadership, managing leaders
• Problem solving/decision making skills
• Proven sales and customer retention skills
• Ability to operate at the C-level
• Budget and resource management
• Ability to instill trust across various stakeholders.

 

What the role offers:

 

• Managing multiple priorities and setting clear expectations for your team
• Assessing portfolio activities and comparing to available resources and constraints
• Working closely with aligned business partners in the development and execution of defined strategies, facilitating the smooth adoption of new technology-based solutions
• Communicating expectations, recognition, and results across the larger organization
• Establishing strong relationships with senior management rooted in trusted delivery and high-quality results
• Providing effective communication/reporting to Executives and business partners against organizational performance metrics and KPI’s
• Flagging and monitoring emerging issues, at risk customers, organizational roadblocks, and make the recommend necessary actions to bring concerns/risks to resolution working with direct Managers and Sr. leaders across organizations to course correct proactively.
• Inspire and motivate direct and indirect team members
• Act as an ambassador for the DRC

 

What you need to succeed: 

 

• 15 + years of demonstrated success in managing renewals and people/people managers across organizations and renewal platforms, of varying degrees of complexity.
• 15 + years managing forecasts, KPI’s, Goals, employee/organizational performance
• 15 + years of experience in a professional business setting.
• 5+ years of experience presenting to Executive leadership.
• 10+ years managing and growing teams.
• Ability to manage and conduct qualitative and quantitative analysis on complex data.
• Build out a comprehensive renewal plan, that includes objectives, milestones and expected outcomes.
• Experience working in a complex, matrix, fast paced environment.
• Attention to detail with emphasis on accuracy and quality.
• Ability to prioritize work to balance multiple projects and deadlines.