The Cloud Service Manager (CSM) is the program manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts.
The CSM is a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.
The CSM ensures operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.
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 clam, positive and supportive attitude.
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 LAER 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.
You are great at :
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.
Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.
Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.
Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
Define and / or verify scope and delivery parameters in proposals and statements of work and provide Change requests when required.
What it takes :
Strong client focus ability to operate at a senior manager level
Bachelor’s degree in a technical or business discipline, or equivalent
Good communication skills in both French and English, with other languages a plus
Experience in software deployment projects
Proven project management skills with demonstrated experience in a consulting environment
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.
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). PMP preferred.
Demonstrable experience in developing and rolling out customer satisfaction improvement programs
Significant experience of leading and managing teams (including matrix management) within an offshore environment
Able to work independently with positive problem solving attitude
Solid work ethic with a willingness to work overtime when required
Willingness to travel as needed (estimated 10%)
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation.