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Sr. Cloud Service Manager

Req id:  33296

Virtual, 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. 



Position Overview:

The Cloud Services Manager is responsible for overall customer success, focusing on complex and high revenue-generating customers.  Day to day responsibilities include high level communication and consulting with customers across the spectrum of the offering, as well as working constructively across internal teams to manage program and customer goals.




  • Manage relationships with strategic customers to maximize success and adoption.
    • Communicate effectively with clients and internal departments both verbally and in writing.
    • Respond to high level client questions and manage customer escalations. 
    • Work with the Cloud team and the customer to create and maintain project management plans to fully integrate clients into the pod environment.
    • Partner effectively across internal teams to:
      • resolve outstanding issues
      • participate in customer contract renewal process
      • contribute to process development and documentation to minimize recurrence of issues
    • Manage customer QBR and status meetings
  • Manage program initiatives
    • Participate in the identification of areas to improve the Cloud offering with the goal of improving customer engagement and adoption.
    • Participate in Product testing.
    • Work collaboratively with internal teams, including ASRE, development, engineering, PQM, OnDemand and operations to resolve issues and advance the offering.
    • Act as subject matter expert for billing processes.
    • Prepare program documentation.
    • Collaborate with the legal, technical and product quality teams to develop contract language
    • Participate in Sales processes, both in the pre-sales and contract renewal process.
  • Evaluate customer adoption and user satisfaction throughout the project lifecycle and resolve issues to increase client satisfaction.
    • Consult with clients, Cloud Team and Product Management Team to recommend workflow and product changes.
    • Evaluate technical, data and configuration issues. 
    • Provide gap analysis and develop and execute remediation plans to increase client adoption.
    • Work across internal technical and teams to manage progress of Cloud client support issues.
      • Identify cross-departmental resources and collaborate to resolve client issues and escalations.
      • Schedule cross-departmental resources to resolve client concerns.


Position Requirements:

  • BS Degree, or equivalent experience
  • Direct experience in technical/legal consulting and support to external customers
  • Extensive knowledge of Axcelerate software
  • Effective Project Management skills
  • Sophisticated client communication skills (written and verbal)
  • Ability to comprehend and apply workflow and client functionality to products
  • Ability to engage in extensive client-facing tasks and communication
  • Capacity to develop quickly a deep understanding of customers’ business and technical environment
  • Ability to relate technical or functional issues to both the technical and business environment of the customer.
  • Ability to express complex technical and functional concepts effectively, both verbally and in writing



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. 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.

Explore your career and potential. Become an OpenText Navigator.

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