Principal Cloud Service Manager

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 Principal 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.

What the role offers:

• Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting, 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 Cloud Service Manager 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
• 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
• Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items
• On-board net-new hybrid (on-prem and cloud) based customers
• Enable customer sponsors in a consultative and best-practice share approach

What you need to succeed:

• Bachelor’s degree in a technical or business discipline, or equivalent
• Strong client focus
• At least 10+ years of IT experience in Service Delivery Roles
• At least 5 years’ experience in a client facing role within a software company
• Conversant in cloud technology and data center deployment,. ITIL certification preferred.
• A level of comfort with creating and balancing fact-based analytics with real world application.
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs
• Able to work independently with positive problem-solving attitude
• Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership), demonstrated experience in a consulting environment
• Solid work ethic with a willingness to work overtime when required

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 athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.