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Client Manager - Professional Services

Req id:  5063

Hong Kong Island, HK

 

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. 

 

Business Need:
The Client Manager role is responsible for working with the Sales Team and leading consulting teams in delivering quality implementations to opentext clients. They are key to development of new business from within existing accounts as well as working to land new prospects with the Sales team and through services sales. They provide oversight and management to implementations. This includes project scope, sizing, efforts and cost. A high focus is on client success and financial management of project estimates and margins.


Job Overview:
Opentext Consulting provides advice and guidance to our clients and partners on how to best adopt OT best practice. Client Manager lead our efforts with clients, partners, and our staff to ensure Customer Success and continued Business Development. Successful candidate will have experience with consulting leadership roles within the Banking/Financial Services/Insurance/Government etc
Essential Duties and Responsibilities include the following:
Description of Essential Duties and Responsibilities
Customer Success
• Represent Professional Services as the leader at multiple accounts. On occasion may be dedicated to a single account. Provide quality assurance for assigned team of PS staff and partners as they:
o Structure implementation approach for new opportunities, including definition of “Week 1”, sliver or iterative development strategy, staffing strategy (client, alliance partner and opentext participation) and quantification of business benefits (ROI).
o Direct project delivery including project progress tracking, change control, and the overall governance process.
o Access, secure and leverage appropriate resources (including the proposal process, staffing calls, triage and situation management, support, and partners) to ensure successful delivery.
o Deliver the sold project margin goal by managing write-offs and staff assignments within the project budget
• Ensure effective client project governance structure and activities are in place.
Business Development
• Responsible for business development within assigned portfolio of accounts. This includes both license Permeation and Radiation as well as Services.
o Enabling new account pursuit activities with the sales force including solution conceptualization, project and implementation sizing, writing work orders and obtaining client signature and support.
o Act as a “closer” in business development process for services work orders.
o Develop a weekly project focused revenue forecast. Responsibilities include interfacing with sales and clients to define the iterative components of the overall solution roadmap, estimating project cost & duration, and managing opportunities through the financial forecast cycle.
• Facilitate services pipeline growth by actively listening for and capturing new services opportunities in target accounts.
Coaching and Mentoring
• Supporting Engagement Manager’s, Lead Architects and Consultants in the development of their consulting and client presentation skills.
Financial Management
• Achieve quarterly revenue and margin contribution goals across their assigned portfolio.
Organizational/Practice Strategy
• Contributes and helps to drive Industry / Regional strategy across the organization. Strategy to include repeatable and reusable services approach, sales, framework development, organizational requirements, staff development, etc.


Additional Preferred Qualifications:
• BA / BS – Business or Technical Degree preferred
• MBA optional
• Minimum 10+ years’ experience in professional services and consulting and solution sales and management roles
• Working experience in a Professional Services environment managing large and mid-sized Business Process Management or Enterprise Content Management (ECM) solution projects
• Minimum of 8-10 years of experience in project management
• At least 7 years’ experience with large complex Enterprise systems deployments (SAP)
• BA, CAPM, PMP or equivalent certifications
• Supporting qualifications AGILE, SCRUM, RUP an asset
• Experience working projects in a matrix environment, across industries
• Strong interpersonal, verbal, presentation, negotiation and writing skills
• Extremely strong Microsoft Project, MS Office capabilities
• On time, on budget, project delivery with minimal escalations
• Experience with ECM, BPM and/or SAP is an asset.

• Mandarin and English as mandatory.


Core opentext Competencies:
• Customer Success
o Is dedicated to meeting the expectations and requirements of internal and external customers
o Establishes and maintains effective relationships with customers and gains their trust and respect
o Gets first hand customer information and uses it for improvements in products and services
o Acts with customers in mind
• Drive for Results
o Can be counted on to exceed goals successfully
o Enjoys working hard and seizes more opportunities than others
o Is constantly and consistently performing at their best
o Steadfastly pushes self and others
• Integrity and Trust
o Practices what he/she preaches
o Doesn't misrepresent themselves for personal gain
o Can present the unvarnished truth in an appropriate and helpful manner
• Teamwork
o Encourages collaboration and is seen as a team player; cooperative
o Looks to build lateral cross boundary relations
o Makes recommendations that are best for the team
o Listens and engages in discussions around work
• Thought Leadership
o Uses rigorous logic and creative methods to solve difficult problems with effective solutions
o Pursues better solutions, by asking penetrating questions and looking for hidden patterns
o Can see opportunities and synergy where others can't
o Knows how to organize people and resources and lead them to the end goal


Role-Based Competencies:
• Build the opentext Business
o Presents technical information in easily understood terms
o Creates and aligns own business plan with OT's overall strategies
o Understands how own technical area contributes to overall goals/needs
o Uses broad knowledge of OT's business to make decisions in the best interest of the company
o Stays informed about industry/competitor practice
• Financial Management
o Ability to manage the financial resources, including accounting and financial reporting, budgeting, collecting accounts receivable, risk management, and insurance for the business.
o Is aware of how the budget process works and maintains fiscal responsibility in all work
o Makes sure members of the business unit know where the unit stands relative to results, customer expectations, and implementation of strategies
• Industry Thought Leadership
o Establishes an informed opinion and expresses it appropriately within their area of expertise
• Partner Success
• opentext Expertise and Learning
• Political Savvy

 

 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation.


OPENTEXT - THE INFORMATION COMPANY

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. 

Perks 
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. 

Benefits 
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.

Explore your career and your potential. Become an OpenText Voyager.

Apply now »