Sr. Cloud Service Manager - ITIL

Job Description

OPENTEXTÿOpenText 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 digitalÿtransformation.The oppurtunity:You are the Customer Service and Success manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts and act as a trusted advisor and partner that understands the customers business and strategy as it relates to their OT product portfolio.You 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 calm, 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 LOVE (Land Operate Value Expand) 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, 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 Cloud Service Manager leads the escalation management until the issues are resolved and the account de-escalated
• Managing relationships and interfacing at various levels within the customers organization (i.e., business, technical, executive leadership)
• Identifying short and long-term strategies to assist in the growth and business objectives of the customer by working with account executive
• Identifying new business opportunities, recommending products or services to improve customer satisfaction and ROI by working with account executive
• 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
• Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items
• On-board net-new hybrid (on-prem and cloud) based customers
• Enable customer sponsors in a consultative and best-practice share approach
• Deliver updates and communications to internal & executives sponsors
• Build rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText walls
• Contribute to the continuous improvement and iteration of best-practices, process and templates of the Customer Success Manager role
• Working with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups,webinars etc
• Prepare Kickoff agenda, setup monthly service reviews, review and agree reporting templates.
• Discuss and Validate Post Go-Live Migration requirements and open issues with customer.
• Prepare & present service engagement model to customer(s)
• Upgrade Activity, follow-up, and tracking
• Manage service escalations professionally by reaching out to product support & engineering and ensure issues resolution are moving forward in right directions.
• Should be able to provide status report to various customer on agreed frequency
• Record and analyze deviation in availability report and provide justifications
• Assessment, recording software configuration for each customer
• Ensuring Overages are invoiced

What it takes:

• Bachelor?s degree in a technical or business discipline, or equivalent
• Strong client focus
• At least 7+ years of IT experience in Service Delivery Roles
• At least 2 years? experience in a client facing role within a software company
• 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.
• Able to work independently with positive problem-solving attitude
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs
• Solid work ethic with a willingness to work overtime when required and willingness to work in shifts (preferably during NA hours)

OpenTexts 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.

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