Lead Cloud Service Manager

at  Open Text Corporation

YOUR IMPACT

This is a great opportunity to be the pivotal program manager and relationship owner for assigned OpenText Cloud Managed Services during the Onboarding Phase. As a Cloud Service Manager (CSM), you’ll accelerate customer go-live and optimize Cloud implementations. We’re seeking an enthusiastic, customer-centric team player with excellent communication, organizational skills, and the ability to manage complex relationships across all organizational areas from account management to engineering and support.

• Managing overall business management of the customer through weekly status calls, issue tracking reporting, and cross-functional communication with other OT teams (e.g., support, sales, product management).
• Leading customer expectation management to prevent escalations; actively managing escalation processes to resolve issues and de-escalate accounts.
• Developing and nurturing relationships across various levels within the customer’s organization, including business, technical, and executive leadership.
• Identifying customer needs for contract add-ons, renewals, upgrades, and value-added services, and coordinating with relevant OT contacts for execution.
• Engaging in regular discussions to address customer concerns, ensuring service adjustments are made promptly to enhance overall satisfaction and positive perception.
• Providing regular reports and status updates to customers and internal management, covering timelines, milestones, risks, issues, decisions, and overall project status.
• Facilitating communication between teams for special circumstances, customer problems, and high-visibility service items to ensure timely resolution and client satisfaction.