Cloud Service Manager

1 week ago

Hyderabad, Telangana, India OpenText Full time
About OpenText

OpenText is a global leader in information management, shaping the future of digital transformation. Our corporate culture is built on innovation, creativity, and collaboration.

The Opportunity

You will be the Customer Success manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts. As a trusted advisor and partner, you will understand the customer's business and strategy as it relates to their OT product portfolio. Your goal will be to ensure customer voice is heard and understood, improving customer satisfaction.

We're looking for an enthusiastic, customer-centric team player who can provide the best possible experience for our clients. You'll need excellent communication and organizational skills, along with the ability to manage complex internal relationships while maintaining a calm, positive, and supportive attitude.

As a cloud software company, you should be comfortable navigating technical aspects. While specific expertise is not required, a level of comfort with ITIL and LOVE (Land Operate Value Expand) processes is needed. Your role will involve working with all parts of the organization from account management to engineering and support, so strong emotional intelligence, an open attitude to learning, and people skills are a must.

Your Impact
  1. Provide overall business management of the customer, including weekly status calls, monthly SLA reporting, business reviews, issue tracking reporting, and cross-functional communication with other OT teams.
  2. Manage customer expectations to avoid escalations, using the defined escalation management process if issues arise.
  3. Develop process diagrams, detailed procedures, and measurement matrices for analysis, and plan course corrections when necessary.
  4. Regularly discuss customer concerns regarding overall service and satisfaction, making necessary adjustments and ensuring that issues get the right attention from the OpenText management teams.
  5. Facilitate communications between different teams for special circumstances, customer problems, and high-visibility service items.
  6. Support Onboarding of net-new cloud (single & hybrid) based customers.
  7. Prepare Kickoff agendas, set up monthly service reviews, review and agree reporting templates, and create tailored customer outreaches.
  8. Review Contract documents, build books, and flag nonstandard items.
  9. Create and maintain a repository of customer-specific KPIs, requirements, customer contacts, environment details, etc., in Client Success.
  10. Ensure Ticketing tool setup with correct details for each customer.
  11. Prepare and present service engagement models to customers.
  12. Collaborate on go-lives.
  13. Monitor Mailboxes and respond to customers as needed.
  14. Upgrade Activities, follow-ups, and tracking.
  15. Record and analyze deviations in availability reports and provide justifications.
  16. Ensure Overages are invoiced.
What We Offer
  • A competitive salary of $120,000 per year.
  • Strong client focus.
  • At least 3+ years of IT experience in Service Delivery Roles and any experience in a client-facing role within a software company is a plus.
  • Conversant in cloud technology and data center deployment; ITIL certification preferred.
  • Knowledge with OpenText Suite of products.
  • A level of comfort with creating and balancing fact-based analytics with real-world application.
  • Able to work independently with a positive problem-solving attitude.
  • Demonstrable experience in developing and rolling out customer satisfaction improvement programs.
  • Solid work ethic with a willingness to work overtime when required and willingness to work in shifts (preferably during NA hours).

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