Job Description

OPENTEXT - THE INFORMATION COMPANY

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.



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.

YOUR IMPACT:

We're looking for an enthusiastic, customer centric team player that thrives on providing the best possible experience for our clients. You'll need excellent communication and organizational skills along with the ability to manage complex internal relationships while maintaining a calm, positive and supportive attitude.

You will act as a trusted advisor to your accounts and collaborate with internal teams to ensure customer needs are met; run weekly status calls, monthly SLA reporting, business reviews, issue tracking, reporting and cross-functional communication with other OT development teams and Onshore Stakeholders.



An excellent opportunity to be part of the development of the cutting-edge customer success services - BN CSM Team.

WHAT THE ROLE OFFERS:

Customer Health Ownership: Proactively manage customer relationships to ensure optimal health status (green), driving satisfaction and long-term retention. Project Execution& Delivery: Lead end-to-end execution of customer projects, including weekly status calls, monthly SLA reviews, issue resolution, and coordination with cross-functional teams and the Onshore Delivery Manager. Queue& Workflow Monitoring: Oversee customer support and request queues to ensure timely and effective responses. Stakeholder Collaboration& Estimation: Partner with customers and internal stakeholders to evaluate work complexity and contribute to accurate quoting and time estimation. Customer Data Management: Maintain and own comprehensive customer profiles by consolidating data from multiple sources, ensuring a single source of truth for internal teams. Customer Insights& Reporting: Develop analytics and dashboards to provide a 360 view of customer health, usage trends, and engagement metrics. Executive Communication: Deliver regular updates and strategic communications to internal stakeholders and executive sponsors to maintain alignment on customer goals and outcomes. Trusted Advisor Relationship: Build strong, trust-based relationships with customers, serving as their advocate within OpenText to ensure their voices are heard and needs are met. Process Improvement: Contribute to ongoing enhancement of CSM best practices, playbooks, and engagement templates. Customer Engagement Programs: Collaborate with the Customer Experience team to design and execute tailored outreach initiatives such as product usage campaigns, newsletters, webinars, and user groups.

WHAT YOU NEED TO SUCCEED:

Strong Project Management Expertise: Proven ability to plan, execute, and monitor multiple customer-facing initiatives and programs effectively. EDI Knowledge: Solid understanding of Electronic Data Interchange (EDI) systems and their role in customer integrations and operations. Flexible Work Hours: Willingness and ability to work US business hours to align with customer needs and internal teams. Leadership& Influence: Ability to earn trust, command respect, and foster a collaborative environment among both customers and internal stakeholders. Planning& Execution Skills: Familiarity with structured approaches to planning, tracking progress, and controlling deliverables across projects. Proactive Problem Solving: Skilled in identifying potential risks early and implementing preemptive solutions to maintain project momentum. Program& Project Methodologies: Good understanding of established program and project management frameworks (PMP-based methodologies). Adaptability& Curiosity: High level of commitment with a continuous learning mindset; able to quickly grasp and implement new tools, technologies, and processes. Excellent Communication: Strong verbal and written English communication skills, capable of clearly articulating technical and business concepts to diverse audiences.

Education and Experience:

BE/B.Tech /ME/ M.Tech/MCA with 8 years of work experience



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 athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.