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Lead Cloud Service Manager (m/f/d)

Req id:  18289

Grasbrunn, BY, DE




As the world's leading provider of software-based solutions for enterprise information management (EIM), OpenText offers a comprehensive portfolio of products, services, and cloud services for the intelligent and networked enterprise. We help our more than 120,000 customers worldwide digitize data and processes and use analytics and artificial intelligence to gain deeper insight into business processes to make the right business decisions.



You are the program 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 ensures 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 organisational skills along

with the ability to manage complex internal relationships while maintaining a clam, 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 and LAER 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.


Join our Cloud Services Team in our Office in Grasbrunn as 


Lead Cloud Service Manager (m/f/d)


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
  • 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


What it takes:

  • Bachelor’s degree in a technical or business discipline, or equivalent
  • At least 5 years’ experience in a client facing role within a software company
  • Strong client focus – ability to operate at a senior manager level
  • 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 
  • 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
  •  Proven knowledge/work experience in the area of incident / problem / change management 
  • A high level of commitment, willingness to learn, and the ability to quickly apply new technologies 
  • ITIL foundation certification is a plusAble to work independently with positive problem-solving attitude
  • Willingness to travel as needed (estimated 10%) 
  • Good communication skills in both German and English, with other languages a plus

This is a challenging role, with no two days the same – and we are looking to hire someone who is willing to embrace and champion changes and improvements to our current processes where needed. You’ll be joining a great and supportive international team, looking after clients all over the world. 

If this sounds like a role you would enjoy and bring value to, then we’d love to talk with you.


Discover what we have to offer you
Our benefit package includes our support fund, additional direct insurance, grants for fitness and wellness services as well as professional training. Free underground parking spaces, good public transport connections, regular corporate events and sporting events as well as Sodexo vouchers for daily shopping in surrounding supermarkets or restaurants are further advantages that you can enjoy with us.
Take your chance at OpenText and take your next professional steps with us. We look forward to seeing you! 


How to apply
Do you have any questions? Your personal contact, Thorsten Henrich, Lead Talent Acquisition Advisor, will be happy to answer your questions by e-mail at  thenrich@opentext.com or by phone at +49 69 6656-39232.
Please apply exclusively via our online application portal, as we are unfortunately unable to process e-mail applications for data protection reasons. We ask for your understanding.




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


OpenText does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract and a signed search assignment between Open Text and the recruitment agency or party requesting payment of a fee.


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Join OpenText today.

Apply now »