Cloud Services Program 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 Project Manager drives, directs, and manages high profile Managed Cloud Services programs and projects within the Customer Success and Professional Services Teams. This role can be virtual. 

The Project Manager will be the primary owner of the OpenText implementation program and onboarding for new and existing client projects. This key position is responsible for day-to-day operational oversight, service level adherence and solution/domain expertise for the duration of those projects.  The Project Manager is the client facing point of contact for a matrixed delivery team including both regional and remote delivery staff. The Project Manager uses best practice methodologies, processes and tools to deliver OpenText services. The Project Manager reviews and approves all program deliverables, interprets commercial agreements, serves as the primary escalation point for client personnel and represents the client’s interests across OpenText’s functional teams.  

You Are Great At

• Ensures the mission critical requirements of the customer are met through thorough understanding of their business requirements and objectives.
• Charged with owning customer(s) from project kickoff through handover to support and steady-state teams, change management, project KPI reporting, customer satisfaction and assisting with growing revenue within the customer.
• Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve customer issues and drive cross-functional issues to closure.
• Tracks program progress, identifies and mitigates risks, maintains effective communication with all program stakeholders and provides detailed reports of progress against plan.
• Manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate.
• Formulates and takes corrective actions to mitigate deviations to the program plans and alerts management of potential problems when appropriate. Facilitates a positive and productive long-term relationship with client(s) representing OpenText in all customer-facing communications with complete professionalism.
• Identifies areas of improvement and supports all existing contracted services.
• Correctly sets operational expectations with customers.
• Maintains and delivers regular program status updates and service performance via the client dashboard.
• This individual works with Sales, Solutions Definitions, Product Marketing, Solutions Implementation, Engineering and Customer Support as appropriate to insure all program deliverables and customer service levels are achieved.

What It Takes

• Ability to work collaboratively with a global delivery team
• Leadership skills to influence others and meet deadlines while maintaining high quality
• Strong organizational skills and ability to work in an autonomous manner
• Must have strong customer facing skills and experience communicating to executive level
• Knowledge of cloud hosting business models
• Enterprise level account management
• B2B ecommerce (EDI) knowledge a major plus
• Knowledge of component based architecture
• Knowledge of version and change control best practices
• Ability to build long-term client relationships

Education and Experience:

• Bachelors Degree in Management Information Systems or similar discipline combining business and technical concentrations.
• Must have 5+ years program/project management experience

Industry Experience:

• Demonstrated track record of successfully planning and managing large scale enterprise engagements through all stages of the program life-cycle, from requirements gathering to production. Strong customer relationship experience.
• Experience and desire to work in a fast-moving, customer-facing environment with a group of talented individuals.

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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.