Lead Cloud Service Manager

 

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

 

 

The Opportunity:
Join our dynamic team as a Lead Cloud Service Manager (CSM) and be a key player in managing and optimizing OpenText Cloud Managed Services accounts. We're seeking a seasoned professional to foster strong client relationships, drive operational excellence, and maximize the return on investment for our clients.

 

What you will be doing: 
Customer Management and Operational Excellence:
Conduct weekly status calls, monthly SLA reporting, and regular site visits to ensure operational health.
Lead cross-functional communication with other OpenText teams, such as support, sales, and product management.
Proactively manage customer expectations to prevent escalations; if escalations do occur, Facilitate the communication between cross functional teams and the customer until issue is resolve and situation is de-escalated.   Ensure root-cause analysis is delivered and corrective action plans are implemented.
Build and maintain relationships at various levels within the customer's organization, including business, technical, and executive leadership.
Address customer concerns promptly, making necessary adjustments to ensure satisfaction.
Customer Success and Strategic Planning:
Identify short and long-term strategies to support the growth and business objectives of the customer.
Recommend products or services to improve customer satisfaction and ROI.
Identify opportunities for contract add-ons, renewals, upgrades, and value-added services.
Develop and implement Joint Success Plans, aligning with customer goals and tracking key performance indicators.
Manage strategic enterprise customers, exceeding expectations and nurturing them to become referenceable.

 

You are great at:
Bachelor’s degree in a technical or business discipline, or equivalent
Professional Experience of 5-10+ years’ in customer ownership roles (customer success, consulting, sales, account management preferably in a technology, software deployment, SaaS environment/industry
Excel at building long-term customer relationships, great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision-makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome.
Conversant in cloud technology and data center deployment. ITIL certification preferred.
Experience with project management methodology (i.e. status reporting, client communication, scope and risk management, and issue tracking) PMP desirable.
Able to work independently with positive problem solving mindset.
Willingness to travel as needed (estimated 10-20%)
 

 

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.