Lead Cloud Service Manager

OPENTEXT - THE INFORMATION COMPANY

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.

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 AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

A Customer Success Manager (CSM) at OpenText is more than a relationship management role. As the primary owner of assigned Cloud Managed Services accounts, you will serve as a trusted advisor, helping customers achieve their business objectives while ensuring operational health, customer satisfaction, and maximum return on their OpenText Cloud Managed Services investment.

WHAT THE ROLE OFFERS

Customer Management:

• Overseeing overall success management of the customer which includes weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking, cross functional communication with other OT teams (i.e., support, sales, product management, etc.).
• Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.

Strategic Planning:

• Ability to elicit and document business vision, short and long-terms goals and business objectives, and success metrics into a Customer Success Plan and establish a Success program governance model to track outcomes.
• Strategically manage customers. Delight and exceed customer expectations and proactively nurture customer to be referenceable.

Escalation Management:

• Facilitate communications between various teams when needed to restore customer wellness and stability.
• 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.

WHAT YOU NEED TO SUCCEED

• Bachelor’s degree in a technical or business discipline, or equivalent
• Professional Experience of 5-10+ years’ in customer ownership roles (customer success, consulting, sales, account management preferably in a technology, SW deployment, SaaS environment/industry
• Strong client focus - ability to operate at a senior manager level
• Excel at building long-term internal and external relationships, great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision-makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome.
• Solid work ethic with a willingness to work overtime
• Willingness to travel as needed (estimated 15%)

ONE LAST THING:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $101,000 - $151,600; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

California Residents: The pay range above is a reasonable estimate of salary based on pay scale, candidate experience, skills, and education. In addition to the comprehensive benefits noted above, the role may be eligible for bonus or commissions.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.