{"id":1682009,"url":"https://alion.io/job/opentext-lead-cloud-service-manager","title":"Lead Cloud Service Manager","company":{"id":13922,"name":"OpenText","domain":"opentext.com","url":"https://alion.io/company/opentext","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":100,"open_postings":31,"ghost_share":0,"stale_share":0.032,"repost_share":0,"time_to_fill_p50_days":14,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1175},"experience_years_min":9,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-28T06:11:41Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T18:18:13Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":16},"description":"OPENTEXT - THE INFORMATION COMPANY\nOpenText 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.\nAI-First. Future-Driven. Human-Centered.\nAt OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.\nYour Impact:\nYou are the Lead 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.\nYou ensures operational health & customer satisfaction.\nWhat the role offers:\nProviding 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.)\nManaging 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\nManaging relationships and interfacing at various levels within the customer's organization (i.e., business, technical, executive leadership)\nIdentifying short and long-term strategies to assist in the growth and business objectives of the customer by working with account executive\nIdentifying new business opportunities, recommending products or services to improve customer satisfaction and ROI by working with account executive\nRegular 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\nFacilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items\nOn-board net-new hybrid cloud based customers\nEnable customer sponsors in a consultative and best-practice share approach\nDeliver updates and communications to internal & executives sponsors\nBuild rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText walls\nContribute to the continuous improvement and iteration of best-practices, process and templates of the Customer Success Manager role\nWorking with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups,webinars etc. \nPrepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates.\nDiscuss and Validate Post Go-Live Migration requirements and open issues with customer.\nPrepare & present service engagement model to customer(s) \nUpgrade Activity, follow-up, and tracking\nManage service escalations professionally by reaching out to product support & engineering and ensure issues resolution are moving forward in right directions.\nShould be able to provide status report to various customer on agreed frequency\nRecord and analyze deviation in availability report and provide justifications \nAssessment, recording software configuration for each customer\nEnsuring Overages are invoiced\nWhat you need to succeed:\nBachelor’s degree in a technical or business discipline, or equivalent\nStrong client focus \nAt least 9+ years of IT experience in Service Delivery Roles\nAt least 2 years’ experience in a client facing role within a software company\nConversant in cloud technology and data center deployment,.ITIL certification preferred.\nA level of comfort with creating and balancing fact-basedanalytics with real world application.\nAble to work independently with positive problem-solving attitude\nDemonstrable experience in developing and rolling out customer satisfaction improvement programs\nSolid work ethic with a willingness to work overtime when required and willingness to work in shifts (preferably during NA hours)\nThis is a challenging role, with no two days the same - and we are looking to hire someone who is willing to embrace and champion changes and improvements to our current processes where needed. You’ll be joining a great and supportive international team, looking after clients all over the world.\nIf this sounds like a role you would enjoy and bring value to, then we’d love to talk with you.\nOpenText'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.\nIf you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at . 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