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Customer Success Manager

| Seattle
About OpenMarket 
We’ve got a pretty good thing going on here at OpenMarket. We’re leaders of a mobile industry that's transforming the way customer obsessed businesses communicate with their customers. Join our team: we're friendly, caring, weirdly tenacious, and fun.
The world’s biggest brands seek us out because we love finding ways to help them make their customers’ lives easier. It’s this obsession with customer experience that helps us develop software, technology and processes that competitors all over the world desire.
OpenMarket Culture 
We’re seeking enthusiastic, collaborative and resourceful people from a range of backgrounds who know how to get things done. Success comes from our culture, diversity and dynamic global team so we value people who are authentic, take ownership, and deliver together. Does this sound like you? 
About the role
As a Customer Success Manager your role will be to ensure OpenMarket customers have a positive experience from contract execution through onboarding and adoption of OpenMarket solutions. You will work closely with the regional commercial teams managing some of OpenMarket’s key accounts. In this role you will help drive operational and delivery expectations and alignment between our customers and the broader organization, while fostering collaborative and effective communication. You’ll be key in leading OpenMarket’s effort to be a customer-centric organization. You will drive usage and adoption through activities defined as critical to ensure a customer’s success.

What you'll be doing

  • Work closely with Sales and clients to understand requirements and ensure smooth onboarding and adoption
  • Lead and coordinate onboarding activities of multiple clients simultaneously, while meeting timelines, to ensure revenue recognition according to forecast
  • Guide customers through technical implementation and adoption, navigating varying technical landscapes of customer environments to work successfully with OpenMarket products
  • Maintain deep understanding of OpenMarket’s platform and speak with customers about the most relevant features/functionality for their specific business needs
  • Monitor and report on the health/risk of assigned accounts across OpenMarket Management Team
  • Communicate with clients and manage expectations to maintain positive client relations
  • Identify and lead resolution of risks, issues, and delays related to customer adoption
  • Ensure smooth transition to production support for new services and use cases

What to bring

  • 10 years’ experience in software development, operation and project implementation domain
  • Strong background in delivery and deployment of large scale projects
  • Excellent project management skills
  • Strong customer facing capabilities
  • Wide business knowledge and technical expertise
  • Proven ability to build strong relationships – both internally and externally

You’ll be a great fit if you are…

  • Experienced. Minimum of 10 years’ experience in Customer Success/ Account Management/Program Management/Project Management role for a software company.
  • Technical. You have experience (in tech and/or telecom) and are able to “talk the talk” with technical customer teams. You are willing to learn and continue to develop your knowledge of OpenMarket’s products.
  • Passionate. You are passionate about helping your customers maximize the benefits of OpenMarket’s products and understand the important of success to the account and the individual.
  • Resilient. Never satisfied with ‘no’ for an answer; you’re able to withstand and recover quickly from difficult situations.

Education/Training

  • Bachelor’s degree in Business, Computer Science, or Engineering preferred

Travel required: 10%
Additional Information 
This position is open in Seattle, WA. 
OpenMarket embraces diversity and is an equal opportunity (EEO) employer. 
We are unable to sponsor new U.S. work visas at this time. 
Employment in this position may be contingent upon successful completion of a criminal and/or credit background investigation.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

Location

Our company is located a few minutes away from Pike Place Market.

An Insider's view of OpenMarket

How would you describe the company’s work-life balance?

Work-life balance is one of the things I appreciate most about working at OpenMarket. It’s a value our leaders are proud of, and I can share from experience that the company stands by it. Many of us have flexible schedules, which works well with having teammates in different time zones across the globe.

Niki

Product Marketing Manager

What projects are you most excited about?

I am very excited about our team starting to shift parts of our application to the cloud. The SMS team is sending over 2.5 billion SMS messages a month, and that number is growing very fast. As a part of the core SMS team, a chunk of my work is finding ways we can scale our system more efficiently so as to better handle the growing traffic.

May

Software Developer

How does the company support your career growth?

The single biggest aspect of OpenMarket that has enabled my career growth is the knowledgeable and accessible leaders who have always made themselves available to meaningfully answer questions I've had about my career. Over my 7 years here, they have helped me crystallize my goals, worked with me to lay out a path to success, and provided feedback.

Zach

Technical Program Manager

What is your vision for the company?

I lead the Global Operations organization for OpenMarket and I love my job! My vision for Global Operations is two fold: provide OpenMarket customers with the programs, resources, and support to make them wildly successful, and provide OpenMarket employees with the tools, resources and support to help them grow and excel.

Seujan

Vice President of Global Operations

What are some things you learned at the company?

One of the main lessons I’ve learned at OpenMarket is that you can’t do your best work unless you can be your authentic self. At OpenMarket I get to be my weird self on a daily basis – I feel like I really belong. I think across the board OpenMarket tries to foster that sense of belonging for everyone.

Bryn

Senior Manager, Talent Acquisition

What are OpenMarket Perks + Benefits

OpenMarket Benefits Overview

At OpenMarket, we value people. We take care of our employees every way we can, with comprehensive benefits, cool perks, and fun offices.

The different benefits we offer depend on the country you’re in. But the great thing about our Amdocs connection is that we get access to the benefits packages of a much larger company.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Online course subscriptions available
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