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Customer Success Mgr - Canberra

Micro Focus - Canberra, ACT

Source: uWorkin

Source: uWorkin


Full Job Description
Job Description:
Management level definitions

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization’s long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.


Client/Account Relationship

Builds strong professional working C- level relationships with the client. Establishes a high level of personal credibility as a trusted advisor to key client executives.
Leverages executive sponsors and other company resources to strengthen company's relationship and credibility with client influencers and decision makers.
Engages in the Relationship Assessment Program (RAP) where possible. Implements TCE initiatives that improve the customer loyalty index.
Researches and understands the client’s industry. Deeply understands client business strategies and challenges.
Acts as a trusted advisor to clients
Advances opportunities that result in profitable revenue growth for the company.
Demonstrates breadth and depth of knowledge in aligning company capabilities to client business and IT priorities, and positioning relative to competitors.
Leverages existing engagements and run-rate business to seed and grow new opportunities.
Advocates for client needs during post sales cycle and in addressing any delivery issues.
Maintains high-level of customer loyalty and builds trust and integrity, as indicated in company conducted surveys and reports.

Business Management

Builds and executes an Account Business Plan (ABP) that includes both transactional and strategic initiatives to grow the company's presence and share in the account.
Actively drives ABP results through effective account management and reviews.
Forster a path to successful maintenance renewals
Identifies, nurtures, new solution opportunities that result in substantial growth in company share, revenues, and margin.
Represents the entire company portfolio of products and services.
Proactively protects company’s position and claims company leadership positions in strategic and emerging solution areas.
Proactively engages and manages partners to strengthen solution capabilities and drive greater value for the client and the company.
Meets or exceeds quarterly and annual revenue & margin quotas. Uses margin management techniques.
Participates in/drives account Team Management.
Orchestrates all company resources and sponsorship essential for executing the account business plan.
Engages team members in presales, sales specialists, inside sales and product teams to support customers success plans
Drives integrated planning and execution; coordinates both sales and BU delivery organizations to ensure aligned client engagement and service.
Proactively engages executive sponsors to build a strategic relationship and favorably positions long- term business opportunities for the company.
Engages company sales specialists, channel and alliance partners to fully leverage company's portfolio. Proactively engages partners to define and pursue joint growth opportunities with the account.
Interfaces with both internal and external industry experts to anticipate client needs, drive industry mindshare, and facilitate solution development.
Drives the account internationally/Globally.

Classification Guidance
The sections below help differentiate between levels to enable consistency.

Education and Experience

Same as previous plus.
Typically 12+ years account management experience.
Extraordinarily strong track record of account management

Knowledge and Skills

Account/Business Development

Uses consultative, solution selling and business development skills at the CXO level to align the client’s business needs with the company’s solutions.
Highly developed business development and negotiation skills at the CXO level.
Focuses on client’s key business challenges and drivers to position himself/herself as a trusted advisor at the CxO level.
Advocates for client needs in negotiating solution sales and troubleshooting solution delivery issues.
Submits timely and accurate forecasts and continually coaches team to do same.
Account/Team Leadership
Creates an account governance plan where CSM identifies, and leads the account team appropriately for the client’s needs and styles to continue to move a deal forward.
Coaches teams on their individual contribution to their success in achieving the targeted business results.
Strong coaching and team leadership skills.
In-depth knowledge of client’s business, organizational structure, business processes and financial structure.
Develops a comprehensive business- case approach in crafting client proposals and in company internal requests for resource and / or investments.
Attracts, leads, and retains global resources.
Expertise in managing end-to-end post sales processes involving complex, multi-portfolio, large deals.
Demonstrates strong presentation and communication skills at the client CEO level.
Adheres to SBC and company’s code of ethics.

Industry Acumen

Deep knowledge of the vertical industry and the client’s position, challenges and strategy within the industry including security, risk and compliance issues.
Keeps abreast of industry trends as related to opportunities to create added value for the client.
Demonstrates strong presentation and communication skills.
Applies IT best practices specific to the client’s industry.

Portfolio Knowledge

Knows the company’s broad portfolio and how to integrate different solutions, or engages the appropriate resources, to create unique and innovative solutions for the customer.

Specialty Knowledge

Is considered an expert in knowledge of basic enhanced products, solution or service offerings as well as competitor’s offerings to be able to sell large solutions.
Uses expertise in specialty, consultative, solution selling and business development skills to align the client’s business needs with solution.
Demonstrates a successful ability to leverage company’s portfolio of products and services to change the playing field against our competition.


Typically manages 1 to many accounts.
Typically qualifies and closes large deals of moderate to high complexity and cross- GBU scope.
Works with all levels of decision-makers in the client organization including the CEO.
Participates in account investment decisions in pricing and resources.


Leads account team engagements requiring high complexity, scheduling and coordination to meet client deadlines.
Typically, oversees engagements with multiple GBU portfolio solutions.
Orchestrates regional pursuit resources for the account.
Acts as an advisor to client executives on IT strategies.



Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status