Sr. Cloud Service Manager
- Opentext
- 8 - 13 years
- Bengaluru
- 2 days ago
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Job Description
Your Impact
You are the Senior Customer 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.
Were looking for an enthusiastic, customer centric team player that thrives on providing the best possible experience for our clients. Youll 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 worlds 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
- 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 will need to succeed
- Bachelors 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 yearsexperience 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)
This is a challenging role, with no two days the same and we are looking to hire someone who is willing to embrace and champion changes and improvements to our current processes where needed. Youll be joining a great and supportive international team, looking after clients all over the world.
If this sounds like a role you would enjoy and bring value to, then wed love to talk with you.
What you will bring:
- You have a technical university/college degree
- ITIL foundation certification is a plus
- 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
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: OpentextLocation(s): Bengaluru
Keyskills: cloud Change Management Product Management Customer Success Ai Customer Satisfaction Sla Hr Digital Transformation Analytics Sales Customer Experience Account Executive Service Delivery Account Management Hybrid Cloud
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