Sr. Cloud Service Manager

Opentext; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

OpenText in Bengaluru, India, is seeking an experienced Cloud Service Manager/Customer Success leader to drive end-to-end service delivery for key accounts. You will coordinate across account management, engineering and support teams to ensure timely delivery, proactive risk management, and high customer satisfaction.

The role requires strong client-facing experience, ITIL knowledge, and a track record of delivering complex projects within a software environment.

Qualifications

• Bachelor's degree in a technical or business discipline.
• Professional certificate in Project Management.
• ITIL foundation certification is a plus.

Responsibilities

• Provide overall business management of the customer including weekly status calls, SLA reporting, business reviews, issue tracking and cross-functional communication.
• Lead escalation management to resolution and account de-escalation when needed.
• Own multiple projects end-to-end, ensuring delivery against objectives and goals.
• Build relationships with customer stakeholders at various levels and identify strategic opportunities for growth.
• Communicate and align service engagement models, kickoffs, monthly reviews and reporting templates.

Skills

Client management

Communication

Problem solving

Project coordination

Education

Bachelor's degree in a technical or business discipline

Project Management certification

ITIL foundation certification

Job description

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

Your Impact

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.

What the role offers:

• 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
• Skilled and adept at managing multiple projects/ project initiatives for the team and Client, where you are owning the complete delivery of the project objectives, accountability, delivery and achieving the project goals.
• Have demonstrable ability to own initiatives and take them successfully to closure, with full control.
• Managing relationships and interfacing at various levels within the customer's 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 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 you need to succeed:

• Bachelor's degree in a technical or business discipline, or equivalent
• Strong client focus
• At least 8+ 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.
• Professional certificate in Project Management.
• 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)
• You have a technical university/college degree
• ITIL foundation certification is a plus
• Proven competence and skill in managing and delivering projects of various complexity, skill and scale.
• Proven knowledge/work experience in the area of incident / problem / change management
• A high level of commitment, willingness to learn, and the ability to quickly apply new technologies
• Good communication skills in English, verbally and in written

OpenText'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.

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