Job Description
OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The Opportunity:
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 customer's 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.
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 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
Identifying new business opportunities, recommending products or services to improve customer satisfaction and ROI
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
Manage internal organizational strategic initiatives / programs / projects that involves working with cross functional teams & senior leaders within OT
Planning and designing the programme and proactively monitoring its progress, resolving issues and initiating appropriate corrective action
On-board net-new hybrid (on-prem and cloud) based customers on to OpenText
Develop customer success plans that include appropriate milestones, tasks and regular customer interactions with associated updates, based on the customer success engagement methodology and best practices
Own customer profiles and management of data from disparate systems; ensuring that all internal stakeholders have a single source of truth for the health and status of each customer
Create comprehensive analytics and dashboards that reflect a 360°view of the customer
Prepare and deliver reports for QBR/EBR customer reviews
Provide a channel for the AE to request product roadmap insights
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
What it takes:
Strong client focus
At least 08+ years of IT experience in Service Delivery Roles
At least 5 years’ experience in a client facing role within a software company
Proven experience in Project / Program Management leveraging the latest tools / processes
Conversant in cloud technology, ITIL & PMI (PMP) certification preferred
A level of comfort with creating and balancing fact-based analytics with real world application
Demonstrable experience in developing and rolling out customer satisfaction improvement programs
Able to work independently with positive problem-solving attitude
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), demonstrated experience in a consulting environment.
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, ****** orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact [email protected].
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The Opportunity:
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 customer's 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.
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 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
Identifying new business opportunities, recommending products or services to improve customer satisfaction and ROI
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
Manage internal organizational strategic initiatives / programs / projects that involves working with cross functional teams & senior leaders within OT
Planning and designing the programme and proactively monitoring its progress, resolving issues and initiating appropriate corrective action
On-board net-new hybrid (on-prem and cloud) based customers on to OpenText
Develop customer success plans that include appropriate milestones, tasks and regular customer interactions with associated updates, based on the customer success engagement methodology and best practices
Own customer profiles and management of data from disparate systems; ensuring that all internal stakeholders have a single source of truth for the health and status of each customer
Create comprehensive analytics and dashboards that reflect a 360°view of the customer
Prepare and deliver reports for QBR/EBR customer reviews
Provide a channel for the AE to request product roadmap insights
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
What it takes:
Strong client focus
At least 08+ years of IT experience in Service Delivery Roles
At least 5 years’ experience in a client facing role within a software company
Proven experience in Project / Program Management leveraging the latest tools / processes
Conversant in cloud technology, ITIL & PMI (PMP) certification preferred
A level of comfort with creating and balancing fact-based analytics with real world application
Demonstrable experience in developing and rolling out customer satisfaction improvement programs
Able to work independently with positive problem-solving attitude
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), demonstrated experience in a consulting environment.
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, ****** orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact [email protected].
💡 Quick Summary
Seeking a career-building opportunity? The Principal Cloud Service Manager position is now open for candidates interested in the Software Developer Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Software Developer Jobs is a plus.
