Sr. Cloud Service Manager

Open Text Corporation•Richmond Hill, ON

3d•CA$72,160 - CA$108,240•Remote

About The Position

The Sr. Cloud Service Manager is the 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.

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

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.