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Sr. Cloud Desk Specialist

Req id:  28228

Reading, GB



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.  






Revenue Operations



Regional Manager EMEA, Cloud Deal Desk







Job Code








Section 1: Departmental Overview

Departmental Objectives: The over-riding purpose or objective of the department as it contributes to the greater organization. 

The primary objective of the Worldwide Deal Desk organization is to provide deal-based sales support with expert advice, guidance, pricing & commercial strategies along with auditable deal P&Ls, approvals and cost + margin revenue control at a deal by deal level, ensuring that OpenText corporate policies are maintained and followed and that this results in good healthy contracts and business for OpenText.

In addition, the OpenText Enterprise Cloud business provides value-added alternative software delivery options via Cloud Services to OpenText software customers.   By offering cloud-based managed hosting and SaaS delivery services, the OpenText Enterprise Cloud business enables OpenText to deepen the business relationship with customers.

Section 2: Role Description

Purpose/Objective: The over-riding purpose or objective of the role.

This role will have seven direct reports who are deal managers for what is known as the OpenText Enterprise Cloud. The regional manager will be responsible for hiring and maintaining their team members and working closely with regional sales management to advise and guide on deals, process, approvals, financials relating to the OpenText Enterprise Cloud.  The primary objective for the Regional Manager of the Cloud Deal Desk is to guide, coach and mentor existing and future members of the regional deal management team, as well as representing the Cloud Deal Desk on regional deal review calls and escalations.

The deal managers are responsible for managing & coordinating multiple cross-functional teams across many OpenText business units and departments including sales as the key department. Thus, enabling and promoting sales of OpenText Cloud solutions and managing the end-to-end sales cycle with the account team and specifically supporting and guiding Account Executives within their aligned sales teams.

Position Outcomes: (high level tasks, the end result of the individual’s efforts).  The main duties generally performed by an employee in this role.

  • Managing & coordinating cross-functional teams to gain support, pricing, cloud readiness, approvals and investment when required for proposed customer solutions within the OpenText Cloud. – 20%
  • Reviewing proposed customer solutions for OpenText Cloud commercial readiness and feasibility and commercial risk management. – 20%
  • Reviewing pricing & proposals by team members and making key decisions on how to assist sales to win. – 10%
  • Enabling and guiding sales professionals in how to both sell and create pricing proposals for OpenText Cloud solutions. – 10%
  • Present OpenText Cloud solutions to internal and external audiences for purposes of increasing sales of the OpenText Cloud solutions. – 10%
  • Coach, mentor & enable the cloud deal desk managers to be able to present OT Cloud solutions to both internal & external audiences. – 5%
  • Assist in negotiation and contracting process for cloud opportunities. – 5%
  • Track & report on pipeline activity, wins/losses, quote to close and other metrics as required – 10%
  • Participate with internal working groups related to cloud offerings & processes. – 5%
  • Working with and coordinating other internal groups for deal desk strategic goals and initiatives. – 5%
  • Motivating and supporting all team members.
  • Recruitment of future team members
  • Working closely with the Cloud Deal Desk Director to manage the team’s strategic goals and in support of key deals & initiatives
  • Keep the Cloud Desk Director aware of key deals and any relevant escalations.

The outcome of successful performance in this role is successful & efficient deal specific support, advice & guidance along with pricing provided to sales and senior management by the Cloud Deal Desk EMEA team.   All of the above is to be performed in support of the direct reports who are the individual deal managers within the assigned region. The direct reports have the following remit and as such the Regional Manager must fully understand all of the below as well as taking part in many of these items whilst serving and protecting the individual team members.


  • Understanding products, pricing, and contracting.
  • Drawing insights from pricing and deal structure trends across the region, revenue streams and product sets and advising senior decision makers.
  • Working closely with Sales in the EMEA region and other regions as required, along with other teams that support the deal cycle such as Legal, Professional Services, Security, Sales Operations, Product, as well as Support to enhance value and consistency across all geographic regions.
  • Communicating with Sales and senior executives to provide Deal Desk messaging and to review specific transactions, seeking necessary approvals as required by internal corporate policy.
  • Representing CEO and CFO in evaluating and approving transactions for maximum overall value
  • Supporting Sales in the EMEA region by owning the preparation of the P&L and pricing for all new Cloud deals and contract renewals and issuing approved pricing.
  • Participating in, or leading as required, commercial business terms negotiations with customers and internal stakeholders including the coordination of technical, financial and legal aspects of the deals, whilst always ensuring that the company’s interests and customer needs are maintained.
  • Enhancing existing processes to streamline the sales cycle.


Section 3: Qualifications

Technical Proficiency (optional): Minimum qualifications the incumbent must possess in order to qualify for the role, not including acceptable equivalents.

  • Advanced experience in P&L management for multi-year cost + margin cloud services.
  • Advanced experience with
  • Advanced experience with Microsoft Word & Excel.
  • Knowledge of OT product offerings (a benefit).
  • Understanding of cloud-based software & managed services delivery and hosting operations.
  • Understanding of Professional Services.


Functional Proficiency/knowledge: Minimum functional qualifications the incumbent must possess in order to qualify for the role, not including acceptable equivalents.

  • Exceptional communication and interpersonal skills.
  • Effective & strong leadership skills.
  • Take responsibility for the team.
  • Experience interacting with customers & sales.
  • Excellent stakeholder management.
  • Excellent People Management skills.
  • Self-motivated and driven.
  • Ability to support & coach employees.
  • Ability to work with individual contributors where required to improve performance.
  • Ability to support others as a part of a sales team to contribute subject matter expertise in support of a successful sales outcome.
  • Ability to present & support others presenting to senior execs for deal reviews.
  • Ability to coordinate activities, share ideas, collaborate, and communicate with team members located at locations around the world and working on different time zones and work schedules.
  • Demonstrated willingness to take full ownership and responsibility for assigned tasks and support issues.
  • Fluent in English, both written & verbal. Additional languages a benefit
  • Cross functional influencing skills.
  • Experience in delivering high quality guidance against challenging timelines.
  • Strong business and financial acumen, and ability to work with contracts teams for commercial language.
  • Cloud services industry experience is a distinct advantage.
  • Strong organizational and time management skills along with the ability to work unsupervised.
  • Understanding products, pricing, and contracting.
  • Drawing insights from pricing and deal structure trends across the region, revenue streams and product sets and advising senior decision makers.
  • Understanding of Deal Desk support operations
  • Experience supporting senior management & executives
  • Experience handling escalations in a calm and efficient manner.


Education: Minimum education or equivalent credentials the incumbent must possess in order to qualify for the role.

Bachelor’s degree in Finance, Business, Law or similar fields required; Master’s degree and/or Professional designation (in Accounting, Finance or Legal) a plus.

Experience: Suggested experience that will generally predict success in the role.  To be used as a guide and maybe substituted for demonstrated ability to perform all functions of the role. 


  • 5-10 years of Deal Desk, Finance, Bid Management, Accounting, Legal, Purchasing and/or Sales Operations background.


No experience required

1-2 years of experience, some of which is relevant to the job. 

3-5 years of experience, some of which is relevant to the job.

6-9 years of mostly relevant experience.   Highly developed professional/technical skills are needed to perform the job.

10+ years of mostly relevant experience.   Highly developed professional/technical skills are needed to perform the job.

15+ years of mostly relevant experience.   Expert professional/technical skills are needed to perform the job


Section 4: Competencies

Job Specific:

Skills, abilities or attributes needed to perform the duties of this job in a fully functioning capacity.(Check all that apply)

 Ability to Learn:  Assimilates and applies new job-related information for varying sources promptly and effectively; shows desire to broaden knowledge and perspective; learns from both successes and failures.

 Adaptability: Overcomes resistance to change and or obstacles; maintains effectiveness despite changing tasks, responsibilities, coworkers, and environments; works changes in priorities and team composition into work processes.

 Analysis and Problem Solving: Applies a systematic approach to problem solving; relates and compares data from different sources, identifies issues, secures relevant information, and spots connections in the data before developing strategic plans for solving problems.

 Communication: Articulates ideas and instructions both written and orally to diverse audiences; initiates communication in difficult situations or with unreceptive individuals and groups; helps to create and facilitate open communication in a team environment.

 Customer Service Orientation: Ability to keep balance between company policy and interests of customers. Candidate's answer should show they are accommodating and eager to assist customer needs while being cautious enough not to promise more than they can deliver.

 Initiative and Innovation: Makes active attempts to influence events to achieve goals; self-starting rather than passively accepting; takes action to achieve goals beyond standard expectations even in the face of resistance.

 Integrity and Ethics:  Stays within ethical and legal guidelines; shows reliability, consistency and demonstrates respect for others; understands how the impact of their actions could affect the company.

 Leadership and Management: Manages a team through clear objective setting, efficient delegation of tasks, conflict management, and thoughtful leadership; keeps the sales teams focused on key objectives that drive performance and competitive advantage; develops an environment conducive to developing strong working relationships.

 Teamwork: Works effectively with others in the organization and outside the formal lines of authority (i.e., peers, other units, senior management) to accomplish organizational goals Addresses conflicts and disagreements proactively that affect team cohesiveness; considers the impact of their decisions on others and shares credit with others for team accomplishments.

 Planning and Organization: Establishes a course of action for self to accomplish specific goals; manages time, resources and agenda effectively to avoid waste; for group leader’s plans proper assignments for personnel and appropriately allocates resources.

 Technical and Professional Knowledge: Understands technical and professional information necessary for job; learns and applies technical and professional skills; seeks to stay current with developments in fields related to job.

 Work Standards: Sets high goals or standards of performance for self, subordinates, others and the organization; experiences dissatisfaction with average performance; addresses others when their standards are affecting team performance.


Section 5:


Special Working Conditions/Demands (optional): ie: overtime, on call support, heavy lifting, etc.

Some travel required for meetings/conferences and customer presentations.

Some working outside of normal working hours may be required due to time zones or urgent situations.






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

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.


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.

Explore your career and potential. Become an OpenText Navigator.