Manager, 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.

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

OpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.

Title: Manager, Customer Success Team - Fortify on Demand

What The Role Offers

As the manager of the Americas Customer Success team for Fortify on Demand, you will be responsible for ensuring the success and satisfaction of our valued customers who utilize our application security testing services. You will lead a team of Customer Success Managers, working closely with them to foster strong customer relationships and drive customer success. Your role will involve strategizing, managing, and executing initiatives that enhance customer satisfaction, retention, and overall success.

Responsibilities

Team Leadership:

• Lead and mentor a team of Customer Success Managers, providing guidance and support to help them excel in their roles.
• Conduct regular one-on-one meetings with team members to assess performance, provide feedback, and facilitate professional growth.
  
  

Customer Relationship Management

• Build and maintain strong relationships with key customers, understanding their unique needs, goals, and challenges.
• Serve as a trusted advisor to customers, offering insights and recommendations to optimize their application security testing process.
  
  

Customer Success Strategy

• Develop and implement customer success strategies and action plans, aligned with the overall business objectives and customer needs.
• Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless customer experience and value delivery.
  
  

Onboarding And Training

• Oversee the onboarding process for new customers, ensuring a smooth transition and successful integration of Fortify on Demand services.
• Coordinate training sessions for customers to maximize their understanding and effective usage of the platform.
  
  

Issue Resolution

• Handle customer escalations and proactively address any issues or concerns to ensure timely and effective resolution.
• Advocate for customer needs within the organization, working with internal teams to address customer feedback and improve service offerings.
  
  

Customer Success Metrics

• Track and analyse customer success metrics, such as customer satisfaction, retention rates, and upselling opportunities.
• Utilize data-driven insights to identify trends, opportunities, and areas for improvement.
  
  

Industry Expertise

• Stay up-to-date with industry trends, security best practices, and advancements in application security testing to better serve customers.
  
  

What You Need To Succeed

• Bachelor's degree in a relevant field or equivalent practical experience.
• Proven experience in a customer success management role, preferably in the cybersecurity or software industry.
• Strong leadership and team management skills, with a track record of building high-performing teams.
• Excellent communication and interpersonal skills, capable of interacting with diverse stakeholders.
• Technical knowledge of application security testing and vulnerability management is a plus.
• Customer-centric mindset with a focus on delivering exceptional customer experiences.
• Analytical mindset, capable of using data to drive decisions and strategies.
• Relevant certifications such as CSM (Certified ScrumMaster) or equivalent are beneficial.
  
  

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. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.

OpenText's 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.

OpenText's 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]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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