Director, Customer Success

Opentext   •  

Latham, NY

Industry: Information Technology


5 - 7 years

Posted 58 days ago

This job is no longer available.


As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be partof a winning team that leads the way in Enterprise Information Management. #LI-POST

The opportunity:

The Senior Engagement Manager role entails the management of large, complex B2B solutions and critical strategic customer accounts. To succeed, the Engagement Manager must have demonstrated a high level of success in delivering large scale solutions and working closely with clients tobuild an effective partnership.

You are great at:

• Developing and maintaining customer relationships, managing customer objectives and expectations with a high level of drive and confidence

• Identifying and executing continuous improvement initiatives that improve efficiencies and cost

• Providing reporting and visibility of program status/KPI's for customer and organizational leaders, with a strong business acumen and with strong written and verbal communications

• Developing delivery milestone reviews, managing scheduling and cost control to a structured methodology following governance and industry best practices

• Managing relationships with both internal and external cross functional support teams in the Sales, IT, Operations, Support and Engineering organizations

• Providing solution delivery consultation, working closely to align with customer strategic planning

What it takes:

• 10 to 15 years of Engagement Management experience preferred

• Experience managing large accounts (20+ resources, 12+ months, $2M+) Global project management experience a plus

• 5+ years of B2B Financial Solutions/Applications delivery experience

• Experience managing delivery using multiple methodologies and disciplines

• Dynamic Problem Solver with customer focus

• Experience working with Cloud solutions including system upgrades, RCAs, connectivity and similar

• Ability to motivate a team to meet tight project timelines

• Experience with project task planning, resource forecasting and management

• Detail-oriented with deep experience in project status & budget reporting

• Must have very strong interpersonal and communication skills including a demonstrated ability to partner with others, and be able manage complex relationships

• Ability to quickly and effectively triage escalations and drive resolution

• Bachelor's Degree in Business, Computer Science or related field and experience with Six-Sigma Process or similar methodologies