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:

The Cloud Service Manager (CSM) is the program manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts. The CSM is a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.

The CSM ensures operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment

You are Great At:

Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking reporting and cross functional communication with other OT teams (i.e., support, sales, product management,etc.).

Managing customer expectations such that escalations can be avoided. If escalations do arise, the CSM leads the escalation management until the issues are resolved and the account de-escalated.

Managing relationships and interfacing at various levels within the customer's organization(i.e., business, technical, executive leadership).

Identifying short and long-term strategies to assist in the growth and business objectives of the customer.

Identifying new business opportunities, recommending products or services to improve customer satisfaction and ROI.

Identifying customer needs for contract add-ons, renewals, upgrades and value-added services and engaging the relevant OT contacts for execution.

Regular discussions and addressing any customer concerns regarding overall service and satisfaction, making necessary adjustments and ensuring that issues have been addressed and customer perception has positively.

Conduct interactive status meetings with customers, cloud services operations, Professional Services, and Commercial IT team to review ongoing activities and progress.

Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.

Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.

Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

Define and/or verify scope and delivery parameters in proposals and statements of work and provide Change requests when required.

What It Takes:

At least 8-10 years’ experience in software deployment projects

Proven project management skills with demonstrated experience in a consulting environment

Conversant in cloud technology and data center deployment. ITIL certification preferred.

Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls

Demonstrable experience in developing and rolling out customer satisfaction improvement programs

Significant experience of leading and managing teams (including matrix management) with in an offshore environment

Able to work independently with positive problem-solving attitude

Solid work ethic with a willingness to work extended hours

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.