Cloud Service Director

4 weeks ago


Bengaluru, Karnataka, India OpenText Full time

OpenText is a global leader in information management, where innovation and collaboration are key components of our corporate culture.

You will partner with highly regarded companies worldwide, tackling complex issues and contributing to projects shaping digital transformation.

Your Impact:

You are the Principal Customer Success Manager, responsible for assigned OpenText Cloud Managed Services accounts. You act as a trusted advisor and partner, understanding the customer's business and strategy related to their OT product portfolio.

You ensure operational health, customer satisfaction, and maximum ROI from OT Cloud Managed services investments.

What the Role Offers:

  • Weekly status calls, monthly SLA reporting, business reviews, issue tracking, and cross-functional communication
  • Managing customer expectations to avoid escalations; leading escalation management if issues arise
  • Interfacing at various levels within the customer's organization (business, technical, executive leadership)
  • Identifying strategies to grow and achieve business objectives with the customer
  • Recognizing new business opportunities and recommending products or services to enhance customer satisfaction and ROI
  • Regular discussions addressing customer concerns, making adjustments, and ensuring issues are resolved
  • Facilitating communications between teams for special circumstances, customer problems, and high-visibility service items
  • Onboarding net-new hybrid customers
  • Enabling customer sponsors through consultative and best-practice sharing approaches

What You Need to Succeed:

  • Bachelor's degree in a technical or business discipline
  • Strong client focus
  • At least 10+ years of IT experience in Service Delivery Roles
  • 5+ years' experience in a client-facing role within a software company
  • Congruent with cloud technology and data center deployment; ITIL certification preferred
  • A comfort level with creating and balancing fact-based analytics and real-world applications
  • Demonstrable experience in developing customer satisfaction improvement programs
  • Able to work independently with a positive problem-solving attitude
  • Experience with formal project management techniques and consulting environments
  • Solid work ethic with a willingness to work overtime when required

The estimated salary for this role is $120,000 - $150,000 per year, considering the job requirements and location. OpenText offers a competitive compensation package that includes benefits, training, and career growth opportunities.



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