Lead Cloud Service Manager

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.

The Opportunity:

You are the Lead Customer 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 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 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 and LOVE (Land Operate Value Expand) 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.

Your Impact:

• 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.
• Identifying customer needs for contract add-ons, renewals, upgrades and value-added services and engaging the relevant OT contacts for execution.
• 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.
• Conduct interactive status meetings with customers, cloud services operations, Professional Services, and Commercial IT team to review ongoing activities and progress.
• Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.
• Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.
• Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
• Define and/or verify scope and delivery parameters in proposals and statements of work and provide Change requests when required

• Lead 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
• Prepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates.
• Discuss and Validate Post Go-Live Migration requirements and open issues with customer.
• Lead & provide direction to service engagement model to customer(s)
• Manage & Lead upgrade Activity, follow-up, and tracking
• Manage & Lead service escalations professionally by reaching out to product support & engineering and ensure issues resolution are moving forward in right directions.
• Should be able to provide status report to various customer on agreed frequency
• Record and analyze deviation in availability report and provide justifications
• Assessment, recording software configuration for each customer
• Ensuring Overages are invoiced
• Identify and execute strategic initiatives.
• Lead/Mentor team members as and when required

What the role offers:

• Strong client focus – ability to operate at manager level
• Bachelor’s degree in a technical or business discipline, or equivalent
• At least 12+ years of IT experience in Service Delivery Roles and minimum of 3 years’ experience in a client facing role within a software company
• Proven project management skills with demonstrated experience in a consulting environment
• Conversant in cloud technology and data center deployment. ITIL certification preferred.
• Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs
• Significant experience of leading and managing teams (including matrix management) with in an offshore environment

•  

  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.

• You have a technical university/college degree
• ITIL foundation certification is a plus
• Proven knowledge/work experience with OpenText Product Suite
• 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
• Good communication skills in English, verbally and in written

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.