Overview
Lead Cloud Service Manager at OpenText. OpenText is a global leader in information management, where innovation, creativity, and collaboration are core components of our corporate culture. The Lead Cloud Service Manager is the program manager and overall relationship owner for assigned OpenText Cloud Managed Services accounts. The CSM is a trusted advisor who understands the customer's business and strategy as it relates to their OT product portfolio. The CSM ensures operational health, customer satisfaction, and that the customer is receiving maximum ROI from their OpenText Cloud Managed Services investment.
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 are hiring talent that AI can't replace to help us shape the future of information management. Join us.
Responsibilities
* Provide overall business management of the customer, including weekly status calls, monthly SLA reporting, and business reviews, issue-tracking reporting, and cross-functional communication with other OT teams (e.g., support, sales, product management).
* Manage customer expectations to avoid escalations; when escalations occur, lead the escalation management until issues are resolved and the account is de-escalated.
* Interface at various levels within the customer's organization (business, technical, executive leadership) to build strong relationships.
* Identify new business opportunities, and recommend products or services to improve customer satisfaction and ROI.
* Identify customer needs for contract add-ons, renewals, upgrades, and value-added services; engage the relevant OT contacts for execution.
* Regular discussions and addressing any customer concerns regarding overall service and satisfaction, making necessary adjustments and ensuring issues are addressed and customer perception is positive.
* Provide expert incident and problem management for high impact and critical customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
Qualifications
* Strong client focus – ability to operate at a senior manager level
* Bachelor’s degree in a technical or business discipline, or equivalent
* Conversant in cloud technology and data center deployment. ITIL certification preferred.
* Experience with formal project management techniques (status reporting, client communication, budget/scope management, change controls, and project team direction and technical leadership).
* Demonstrable experience in developing and rolling out customer satisfaction improvement programs
* Able to work independently with a positive problem solving attitude
Additional Information
OpenText's 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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
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