Senior Customer Success Manager

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.

 

 

The primary goal of each Customer Success Manager is to ensure that each customer can successfully use Fortify on Demand (FoD) services and that they renew their Fortify on Demand contracts. The CSM is responsible for post-sales documentation, and daily customer scan requests. They interact directly with Project Managers (PM), Auditors, Testers, and the customers to ensure all services are delivered in accordance with applicable Product Service Description and Service Level Agreements (SLA).

Education and Experience Required:

• 3-4 years, Customer Success, Sales, Customer Service, or Project/Program Management (or equivalent)
• College Degree or Military background preferred

Knowledge and Skills:

• Customer-focused service and sales experience preferred. 
• Organized and detailed oriented 
• Excellent written and spoken communication skills 
• Ability to quickly learn new systems, platforms, and understand how these affect customers. 
• Ability to skillfully use Microsoft Office to provide accurate and informative reporting artifacts to customers, management, and team members. 

Responsibilities – Customer Success Manager

The CSM job is driven by the individual requests of the Fortify on Demand customer. The daily activities of a CSM should be easily categorized within in the following outline of responsibilities:

• Ensure customers are successful using the Fortify on Demand portal. 
• Manage the Customer Relationship 
  • On-board new customers
  • Manage customer contract renewals
  • Coordinate FoD resources (where appropriate) 
  • Submit feature requests for customers
  • Respond to activity in FoD Help Center channels (Tickets, Email, Phone Calls) 
  • Troubleshoot customer issues within the FoD portal
  • Manage vulnerability reviews with customers 
  • Schedule meetings with customers (based on support level)
  • Conduct quarterly service reviews with customers
  • Forecast customer usage for possible product expansion
  • Manage and track customer entitlement consumption
  • Responsible for maintaining accurate customer information in CRM tool
• Hybrid - 3 days onsite

 

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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.