Lead Cloud Service Manager

Opentext - The Information Company

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.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Your Impact

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.

What The Role Offers

Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, 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 Cloud Service Manager leads the escalation management until the issues are resolved and the account de-escalatedManaging 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 by working with account executiveIdentifying new business opportunities, recommending products or services to improve customer satisfaction and ROI by working with account executiveRegular 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 positivelyFacilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service itemsOn-board net-new hybrid cloud based customersEnable customer sponsors in a consultative and best-practice share approachDeliver updates and communications to internal & executives sponsorsBuild rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText wallsContribute to the continuous improvement and iteration of best-practices, process and templates of the Customer Success Manager roleWorking 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.Prepare & present service engagement model to customer(s) Upgrade Activity, follow-up, and trackingManage 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 frequencyRecord and analyze deviation in availability report and provide justifications Assessment, recording software configuration for each customerEnsuring Overages are invoiced

What You Need To Succeed

Bachelor’s degree in a technical or business discipline, or equivalentStrong client focus At least 9+ years of IT experience in Service Delivery RolesAt least 2 years’ experience in a client facing role within a software companyConversant in cloud technology and data center deployment,. ITIL certification preferred.A level of comfort with creating and balancing fact-based analytics with real world application.Able to work independently with positive problem-solving attitudeDemonstrable experience in developing and rolling out customer satisfaction improvement programsSolid work ethic with a willingness to work overtime when required and willingness to work in shifts (preferably during NA hours)

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.

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.