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Lead Cloud Service Manager

Req id:  41153

Grasbrunn, DE

 

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

 

Your Impact

This is a great opportunity to be the pivotal program manager and relationship owner for assigned OpenText Cloud Managed Services during the Onboarding Phase. As a Cloud Service Manager (CSM), you'll accelerate customer go-live and optimize Cloud implementations. We're seeking an enthusiastic, customer-centric team player with excellent communication, organizational skills, and the ability to manage complex relationships across all organizational areas from account management to engineering and support.

 

What the role offers

  • Managing overall business management of the customer through weekly status calls, issue tracking reporting, and cross-functional communication with other OT teams (e.g., support, sales, product management).
  • Leading customer expectation management to prevent escalations; actively managing escalation processes to resolve issues and de-escalate accounts.
  • Developing and nurturing relationships across various levels within the customer's organization, including business, technical, and executive leadership.
  • Identifying customer needs for contract add-ons, renewals, upgrades, and value-added services, and coordinating with relevant OT contacts for execution.
  • Engaging in regular discussions to address customer concerns, ensuring service adjustments are made promptly to enhance overall satisfaction and positive perception.
  • Providing regular reports and status updates to customers and internal management, covering timelines, milestones, risks, issues, decisions, and overall project status.
  • Facilitating communication between teams for special circumstances, customer problems, and high-visibility service items to ensure timely resolution and client satisfaction.

 

What you need to succeed

  • Strong client focus with the ability to operate at a senior manager level
  • Bachelor’s degree in a technical or business discipline, or equivalent
  • Good communication skills in German and English, proficiency in other languages is a plus
  • Minimum 5 years of experience in software deployment projects
  • Conversant in cloud technology and data center deployment; ITIL certification preferred
  • Experience with formal project management techniques (e.g., status reporting, budget/scope management, change controls, technical leadership)
  • Ability to manage multiple customers concurrently and prioritize effectively
  • Independent work ethic with a positive problem-solving attitude

 

One last thing

OpenText is more than just a corporation; it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

This is a chance to tackle an active role where every day offers new challenges and opportunities for process improvement. Join our supportive international team dedicated to global client success. If you're excited to make an impact and thrive in an energetic environment, we'd love to hear from you.

 

 

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

 

Roles requiring a significant amount of trust may require criminal history verification. Please ask your Talent Acquisition Advisor for more information if you have any questions.

 

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.

 


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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