Lead Cloud Service Manager

Open Text Inc. • Addison, TX

11d • $101,000 - $151,600

About The Position

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.

Requirements

• 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%)

Responsibilities

• 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.
• 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.
• 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.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
• Bonus or commissions (for California Residents)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree