Lead Cloud Service Manager

Overview
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.
The Opportunity
The Lead Cloud Service Manager is the program manager and 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.
Your impact
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.
You are great at:
Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting and 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 CSM leads the escalation management until the issues are resolved and the account de-escalated.
Managing relationships and interfacing at various levels within the customer's organization (i.e., business, technical, executive leadership).
Identifying new business opportunities, recommending products or services to improve customer satisfaction and ROI.
Identifying customer needs for contract add-ons, renewals, upgrades and value-added services and engaging the relevant OT contacts for execution.
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.
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.
What it takes:
Strong client focus – ability to operate at a senior manager level
Bachelor's degree in a technical or business discipline, or equivalent
Conversant in cloud technology and data center deployment.
ITIL certification preferred.
Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership).
Demonstrable experience in developing and rolling out customer satisfaction improvement programs
Able to work independently with positive problem solving attitude
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.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR.
Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
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