Sr. Cloud Service Manager

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. 

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.

Responsibilities:

• 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 accommodationrequests@opentext.com.