Lead Cloud Service Manager

1 week ago

Bengaluru, Karnataka, India Opentext Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Your Impact:

Were looking for an enthusiastic, customer centric team player that thrives on providing the best possible experience for our clients. Youll need excellent communication and organisational skills along with the ability to manage complex internal relationships while maintaining a calm, positive and supportive attitude.

Opentext is one of the worlds leading cloud software companies and as such you should be comfortable navigating the more technical aspects of what we do; 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 organisation from account management to engineering and support, so strong emotional intelligence, an open attitude to learning and people skills are a must.

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
  • Prepare and deliver reports for QBR/EBR customer reviews
  • Participate in BU initiatives and drive outcomes
  • Deliver updates and communications to internal & executives sponsors
  • Build rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText walls
  • Contribute to the continuous improvement and iteration of best-practices, process and templates of the Customer Success Manager role
  • Establishing and maintain relation with internal delivery teams
  • Drive Efficiency for Customer Success aligning with organizational processes

What you need to succeed:

  • Bachelors degree required (MBA 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

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