Lead Cloud Service Manager
6 days ago
OPENTEXT
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.
YOUR IMPACT:
You are the Lead 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 operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.
Opentext is one of the world’s 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:
Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking 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 CSM leads the escalation management until the issues are resolved and the account de-escalated.
Managing relationships and interfacing at various levels within the customer's organization(i.e., business, technical, executive leadership).
Identifying short and long-term strategies to assist in the growth and business objectives of the customer.
Identifying new business opportunities, recommending products or services to improve customer satisfaction and ROI.
Identifying customer needs for contract add-ons, renewals, upgrades and value-added services and engaging the relevant OT contacts for execution.
Regular discussions and addressing any customer concerns regarding overall service and satisfaction, making necessary adjustments and ensuring that issues have been addressed and customer perception has positively.
Conduct interactive status meetings with customers, cloud services operations, Professional Services, and Commercial IT team to review ongoing activities and progress.
WHAT YOU NEED TO SUCCEED:
Strong client focus – ability to operate at manager levelBachelor’s degree in a technical or business discipline, or equivalent
At least 12+ years of IT experience in Service Delivery Roles and minimum of 3 years’ experience in a client facing role within a software companyProven 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
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.
If this sounds like a role you would enjoy and bring value to, then we’d love to talk with you.
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.
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