Cloud Service Manager

Opentext - The Information Company
Together, Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

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 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 customer voice is heard and understood and help improve on customer satisfaction.

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

• Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, business reviews, issue tracking and reporting, and cross functional communication with other OT teams (i.e., support, sales, product management, etc.)
• Managing customer expectations such that escalations can be avoided; if escalations do arise, the Cloud Service Manager follows the defined escalation management process.
• Should be able to define process diagrams, detailed procedures, other service offering related Artifacts and measurement matrices for analysis and should be able to plan a course correction.
• Regular discussions and addressing any customer concerns regarding overall service and satisfaction, making necessary adjustments, and ensuring that issues get the right attention from the opentext management teams.
• Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items
• Support On-boarding of net-new cloud (single & hybrid) based customers
• Prepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates. Working with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups,webinars etc
• Review Contract documents, build book and flag nonstandard items
• Create & maintain a repository of customer specific KPI's , Requirements , Customer contacts, environment details etc. in Client Success
• Ensure Ticketing tool setup with correct details for each customer

What You Need To Succeed

• Bachelor's degree in a technical or business discipline, or equivalent
• Strong client focus
• At least 3+ years of IT experience in service delivery roles, and 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 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)

This is a challenging role, with no two days the same – and we are looking to hire someone who is willing to embrace and champion changes and improvements to our current processes where needed. You'll be joining a great and supportive international team, looking after clients all over the world.

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.