Lead Cloud Service Manager Csm

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 and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment We re looking for an enthusiastic customer centric team player that thrives on providing the best possible experience for our clients You ll need excellent communication and organisational skills along with the ability to manage complex internal relationships while maintaining a calm positive and supportive attitude What the role offers Lead a team of CSMs across multiple geographies or portfolios Ensure service delivery issue resolution and customer satisfaction Drive success plans framework adoption and internal collaboration Track overages forecast risk and guide new process implementation Escalation and problem management accountability for strategic accounts Total Customer Ownership for the portfolio of customers being aligned Lead and work with Cross functional teams Contributes to development of functional and business objectives On-board net-new hybrid on-prem and cloud based customers Enable customer sponsors in a consultative and best-practice share approach Develop customer success plans that include appropriate milestones tasks and regular customer interactions with associated updates based on the customer success engagement methodology and best-practices Own customer profiles and management of data from disparate systems ensuring that all internal stakeholders have a single source of truth for the health and status of each customer Coordinate cross-functional communication and processes to help guide customers through their journey Create comprehensive analytics and dashboards that reflect a 360view of the customer What you need to succeed Bachelor s degree required MBA preferably in Customer Relationship Management or equivalent leadership experience added advantage ITIL PMP or CSM platform certifications are a strong plus 10 years experience in customer success delivery leadership Proven project management skills with demonstrated experience in a consulting environment Conversant in cloud technology and data center deployment ITIL certification preferred Experience with formal project management techniques i e Formal status reporting and client communication budget scope management and change controls Demonstrable experience in developing and rolling out customer satisfaction improvement programs Significant experience of leading and managing teams including matrix management with in an offshore environment Mentoring and guiding CSMs across complex account structures Executive stakeholder management and conflict resolution Creating process improvement plans and governance models Driving strategic alignment with Sales PS and Support leads Critical thinking and a Problem solver Operate and Lead at a Managerial level by mentoring team of CSM s Proactive with identifying and mitigating Customer problems with Governance and Solutions 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 Our proactive approach fosters collaboration innovation and personal growth enriching OpenText s vibrant workplace