Sr. Customer Success Manager

12 hours ago

Makati City, National Capital Region, Philippines OpenText Full time ₱60,000 - ₱120,000 per year
Hiring Manager: Anne Marie O'Halloran

Talent Acquisition Advisor: Cess Mojica

Job Code Level: TSP3

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AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

The Opportunity:
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 OpenText Core Application Security services and that they renew their 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 Descriptions and Service Level Agreements (SLA).

You Are Great At:
  • Ensure customers are successful using the Core Application Security portal
  • Manage the customer relationship
  • Onboard new customers
  • Manage customer contract renewals
  • Coordinate Core resources (where appropriate)
  • Submit feature requests for customers
  • Respond to activity in Help Center channels (Tickets, Email, Phone Calls)
  • Troubleshoot customer issues within the Coer 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
  • Maintain accurate customer information in CRM tools
  • Hybrid - 3 days onsite
What It Takes:
  • 3 - 4 years in Customer Success, Sales, Customer Service, or Project/Program Management (or equivalent)
  • College Degree or Military background preferred
  • Customer-focused service and sales experience preferred
  • Organized and detail-oriented
  • Excellent written and spoken communication skills
  • Ability to quickly learn new systems, platforms, and understand how these affect customers
  • Proficiency in Microsoft Office to provide accurate and informative reporting artifacts to customers, management, and team members
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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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