Principal 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:

You are the Customer Service and Success manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts and act as a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.
You ensure operational health,customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.

We’re looking for an enthusiastic, customer-centric team player that thrives on providing the best possible experience for our clients. You’ll need excellent communication and organizational skills along with the ability to manage complex internal relationships while maintaining a calm, positive and supportive attitude.

Opentext is one of the world’s leading cloud software companies – and as such you should be comfortable navigating the more technical aspects of what we do; while specific expertise is not required, a level of comfort with ITIL processes is needed. Your role will involve working with all parts of the organisation from account management to engineering and support, so strong emotional intelligence, an open attitude to learning and people skills are a must.

You are great at:

• Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, 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 Cloud Service Manager 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

• 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

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

• On-board net-new hybrid (on-prem and cloud) based customers

• Enable customer sponsors in a consultative and best-practice share approach

• Develop customer success plans that include appropriate milestones, tasks and regular customer interactions with associated updates, based on the customer success engagement methodology and best-practices

• Own customer profiles and management of data from disparate systems; ensuring that all internal stakeholders have a single source of truth for the health and status of each customer

• Create comprehensive analytics and dashboards that reflect a 360°view of the customer

• Prepare and deliver reports for QBR/EBR customer reviews

• Provide a channel for the AE to request product roadmap insights

• Deliver updates and communications to internal & executives sponsors

• Build rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText walls

• Contribute to the continuous improvement and iteration of best-practices, process and templates of the Customer Success Manager role

• Working with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups,webinars etc

What it takes:

• Bachelor’s degree in a technical or business discipline, or equivalent

• Strong client focus

• At least 10+ years of IT experience in Service Delivery Roles

• At least 5 years’ experience in a client facing role within a software company

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

• A level of comfort with creating and balancing fact-based analytics with real world application.

• Demonstrable experience in developing and rolling out customer satisfaction improvement programs

• Able to work independently with positive problem-solving attitude

• Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership), demonstrated experience in a consulting environment

• Solid work ethic with a willingness to work overtime when required

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.