Account Management

Description:

OpenText, a global leader in information management, is seeking an experienced and strategic Customer Manager to join its MF Cloud Customer Management team in Waterloo, Ontario. This role is critical to driving customer retention, growth, and long-term success by ensuring that cloud customers maximize the value of their OpenText solutions throughout their journey—from post-sales through value realization to renewal.

At OpenText, innovation, collaboration, and creativity form the core of the culture, with AI and digital transformation at the forefront. As a Customer Manager, you will play a vital role in ensuring customer alignment, success, and renewal while advocating for their needs internally and supporting organizational outcomes.

Key Responsibilities:

• Lead strategic renewal activities, managing mid-market and large enterprise cloud customers to ensure retention and growth.

• Sell and reinforce the value of the Customer Success partnership across customer organizations and OpenText teams.

• Develop and execute customer Success Plans, conduct success workshops, and deliver quarterly business success reviews with executive-level scorecards.

• Proactively identify risks, facilitate decision-making, and drive successful renewal outcomes.

• Support customers in adopting new OpenText capabilities and gather feedback to align with product strategy.

• Document customer business goals, vision, and metrics, and establish governance models to track outcomes.

• Foster collaboration, promote best practices, and ensure referenceable customer success stories.

• Serve as an internal advocate for customers, influencing at all business levels to drive alignment and long-term success.

Qualifications & Skills Required:

• Bachelor’s degree required; advanced degree (MBA) preferred.

• 6–8 years of experience in customer success, account management, consulting, or sales with large enterprise clients.

• Proven expertise in business planning and large-scale transformation program management.

• Strong background in ERP, Test Management, and/or Service Management deployments.

• C-level stakeholder engagement and value-add solution delivery skills.

• Familiarity with CRM systems (Salesforce preferred), forecasting methodologies, and customer success tools.

• Experience with global cross-functional teams; challenger or MEDDIC sales training is a plus.

• Excellent English communication skills, both verbal and written.

• Ability to balance strategic and tactical priorities for maximum impact.

• Willingness to travel up to 10% to support on-site customer engagements.

What the Organization Offers:

• A dynamic, inclusive, and innovative workplace focused on AI-driven digital transformation.

• Opportunities to work on complex projects with highly regarded global organizations.

• Professional growth in a collaborative, supportive environment.

• Diversity, equity, and inclusion at the core of corporate culture.

• Reasonable accommodations available for applicants with disabilities during the recruitment process.