Remote TotalCare Success Lead: SAP & OpenText

Optima ECM Consulting; Mexico; On-site; PHP 2,125,000 - 3,187,000; Full time

Job summary

Optima ECM Consulting seeks a strategic Customer Success Manager TotalCare to lead post-implementation relationships across SAP and OpenText. You will drive TotalCare AMS engagements with SLA adherence, operational excellence, and continuous improvements while leveraging data, automation, and AI enabled tools to enhance customer outcomes.

The role requires strong leadership, service delivery discipline, and the ability to manage escalations and roadmap discussions with executives.

Qualifications

• Experience leading enterprise AMS and customer success programs.
• Strong ability to manage SLAs and client communications.
• Familiarity with SAP, OpenText or similar enterprise platforms.

Responsibilities

• Own post-implementation customer relationships across SAP and OpenText platforms.
• Lead TotalCare AMS engagements ensuring SLA adherence, operational excellence, and continuous service improvement.
• Conduct onboarding, service health checks, and executive level service reviews.
• Facilitate roadmap discussions to anticipate client needs and guide future enhancements.
• Manage escalations and ensure timely issue resolution with clear communication to stakeholders.
• Track customer satisfaction, service health, and renewal opportunities.
• Leverage operational data and analytics to identify patterns in incidents, system performance, and support demand.
• Promote consistent, high quality support practices across the TotalCare program.
• Oversee ticket queues and SLA compliance while ensuring issues are triaged and prioritized effectively.
• Use modern support tools, analytics, and AI assisted diagnostics to accelerate troubleshooting and root cause analysis when appropriate.
• Identify opportunities to automate recurring support tasks and improve knowledge sharing across the team.
• Ensure recurring issues are documented, analyzed, and addressed through process improvements, automation, or system optimization.
• Train stakeholders on TotalCare processes, ticketing systems, and service delivery best practices.
• Deliver internal performance reporting and operational insights.
• Continuously improve service operations through process optimization, automation, and improved use of service data.
• Leverage company AI tools responsibly and within policy to enhance productivity, documentation, and troubleshooting workflows.
• Maintain internal documentation, service runbooks, and team enablement resources.
• Conduct quarterly operational and security reviews.
• Ensure adherence to contractual obligations and service commitments.
• Monitor service delivery metrics and identify trends, risks, or opportunities for improvement.

Job description

Optima ECM Consulting seeks a strategic Customer Success Manager TotalCare to lead post-implementation relationships across SAP and OpenText. You will drive TotalCare AMS engagements with SLA adherence, operational excellence, and continuous improvements while leveraging data, automation, and AI enabled tools to enhance customer outcomes.

The role requires strong leadership, service delivery discipline, and the ability to manage escalations and roadmap discussions with executives.