YOUR IMPACTAs a Senior Client Success Manager, you will serve as the primary point of contact for a portfolio of high-value Managed Services customers, owning the overall client delivery experience from onboarding through steady-state operations. You will lead cross-functional teams to ensure service excellence, operational performance, and customer satisfaction while helping clients achieve their business objectives.
YOU ARE GREAT AT- Manage a portfolio of 10-15 Managed Services programs and customer accounts.
- Act as the trusted advisor and primary relationship owner for assigned customers.
- Ensure contractual obligations and service level commitments are achieved.
- Lead cross-functional teams to resolve customer issues and mitigate operational risks.
- Establish and maintain governance, communication, and reporting cadences with customers.
- Monitor program performance, identify improvement opportunities, and drive continuous service optimization.
- Coordinate change management activities, including moves, adds, and changes.
- Deliver executive-level program updates, dashboards, and service reviews.
- Partner closely with Sales, Solution Consulting, Product Management, Engineering, Professional Services, and Support teams to ensure successful customer outcomes.
- Foster long-term customer relationships and contribute to customer retention and growth opportunities.
- Building strong, trusted relationships with customers and executive stakeholders.
- Managing complex customer engagements with a high degree of autonomy.
- Influencing and coordinating matrixed teams across multiple functions and geographies.
- Identifying, assessing, and mitigating operational and delivery risks.
- Communicating clearly and effectively with both technical and business audiences.
- Driving accountability and ensuring successful execution against commitments.
- Managing competing priorities in a fast-paced, customer-facing environment.
- Applying best practices in service delivery, account management, and customer success.
- Analyzing service performance data and translating insights into action plans.
- Leading customer discussions with professionalism and confidence.
WHAT YOU NEED TO SUCCEED- Bachelor's degree in Management Information Systems, Business, Information Technology, or a related discipline.
- 10+ years of professional experience with at least 3-5 years in account management, program management, customer success, technical account management, or a related customer-facing leadership role.
- Proven success leading large-scale enterprise customer engagements throughout the engagement lifecycle.
- Experience working with enterprise customers in complex service delivery environments.
- Previous leadership experience managing major customer accounts or cross-functional teams is preferred.
- Strong customer relationship management and executive communication skills.
- Experience working with global delivery organizations and distributed teams.
- Knowledge of cloud hosting and managed services business models.
- Enterprise account management experience.
- Strong organizational, planning, and prioritization capabilities.
- Ability to work independently while driving collaboration across teams.
- Understanding of change management and service delivery best practices.
- Strong analytical and problem-solving abilities.
- Proficiency with Microsoft Office applications.
- EDI/B2B e-commerce knowledge is considered an asset.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
Salary Range: $72,160 - $108,240; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
