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Customer Services Program Manager - SAP Ecosystem

Req id:  32485

Virtual, CA

The Customer Services Program Manager SAP Ecosystem is the primary Customer Operations liaison to SAP, whose role is to ensure program continuity and alignment supporting OpenText & SAP resell customers. They are point for all things Customer Operations as it relates to the SAP partnership. Key activities include sales support and partner and alliance program coordination. The successful candidate will work with OpenText Sales, Product Marketing, Product Management, Professional Services, and Learning Services, and as part of the resell program, closely with SAP Business Development and SAP Sales. The Program Manager continuously compares actual business performance with the business plan and proposes necessary changes and additional measures in order to reach the goals.


Reporting to the SVP, Customer Support Revenue Programs, this individual works closely with sales managers, presales, local channel managers, product manager and other program managers for the solution suite. He/she will also work very closely with the North American, European and International Sales Portfolio Managers for SAP Solutions to ensure this fundamental underpinning globally.

Primary Duties


This position is accountable for, but not limited to, the following responsibilities:


  • A comprehensive understanding of the OpenText/SAP partnership and resell/on demand agreements
  • Developing initiatives to protect and maximize SAP maintenance and support revenue
  • Acting as point for all things related to SAP renewals and augmentative Customer Support program development
  • Providing sales support to close business
  • Quarterly Business Review and Performance tracking and trending
  • Work directly with the SAP MAX Attention Service & Support teams
  • Continuous benchmarking of actual performance versus business plan
  • Representing Customer Operations at the SAP Global Support Summit
  • Representing Customer Operations at Sapphire and other customer facing events to support SAP CS programs
  • Quality assurance tracking, performance monitoring
  • Alignment with Line of Business Management, NA, EMEA and APJ Program Managers and Product Management to define future solution strategy





  • Bachelor’s degree or College diploma or equivalent experience
  • Minimum of 3- 5 years experience in Partner Management, Partner Program Management, ideally in relevant ecosystem SAP
  • Strong program and project management skills
  • Good understanding of SAP Technology, SAP market and related Open Text product and solutions offering
  • Domain knowledge in the combination of SAP Business Suite and Enterprise Content Management (ECM)
  • Understanding and experience in orchestrating different internal and external resources in a project/program
  • Strong communication and presentation skills in English language
  • Willingness to travel across EMEA and North America


The office environment is a general office working environment. However, work outside standard business hours may be necessary due to project schedules and different time zones. For more information on the Open Text organization and/or the Open Text ECM Suite, please refer to


While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact


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.

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