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 LeadCustomer 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 360°view 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

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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 Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.