Customer Success Manager (Appsec Products)
- Waterloo, ON
- Permanent
- Full-time
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).What the role offers:
The CSM role is driven by the individual requests of the OpenText Core Application Security customer. Daily activities of a CSM typically fall within the following responsibilities:
- Ensure customers are successful using the Core Application Security portal
- Manage the customer relationship and Onboard new customers
- Manage customer contract renewals
- Coordinate Core resources (where appropriate)
- Submit feature requests for customers
- Respond to activity in Help centre 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)and conduct quarterly service reviews with customers
- Forecast customer usage for possible product expansion
- Manage and track customer entitlement consumption and maintain accurate customer information in CRM tools
- Hybrid – 3 days onsite
- 3 - 4 years in Customer Success, Sales, Customer Service, or Project/Program Management (or equivalent)
- College Degree along with experience in Appsec tools like Fortify on Demand, Checkmarx, Veracode
- Customer-focused service and sales experience preferred
- Organized and detail-oriented with 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