Cloud Service Manager

Description:

OpenText is a global leader in information management, recognized for innovation, creativity, and collaboration. As a Lead Cloud Service Manager, you will be the primary relationship owner for OpenText’s Cloud Managed Services accounts, acting as a trusted advisor and partner to customers. This role focuses on ensuring operational health, customer satisfaction, and maximizing the return on investment in OpenText’s Cloud Managed Services.

You will be responsible for managing the overall business operations of your assigned customers, including conducting weekly status calls, monthly SLA reporting, business reviews, issue tracking, and facilitating cross-functional communication. A key part of your role will be leading escalation management to resolve issues promptly, de-escalate potentially critical situations, and ensure customer expectations are consistently met.

In addition, you will develop and maintain strong relationships across multiple levels of the customer organization, from business and technical teams to executive leadership. You will also identify and implement both short-term and long-term strategies to support customer growth and business objectives.

The role includes discovering new business opportunities within accounts, recommending additional products or services to enhance customer satisfaction and ROI, and regularly addressing and adjusting for customer concerns to maintain positive customer perceptions.

You will conduct interactive status meetings with customers and internal teams, providing regular reports on timelines, milestones, risks, issues, and overall status updates.

Key Responsibilities:

• Manage overall business operations for customers including status calls, SLA reporting, business reviews, and issue tracking

• Lead escalation management to resolve customer issues and de-escalate accounts

• Build and maintain relationships at business, technical, and executive levels within customer organizations

• Identify and execute strategies supporting customer growth and business goals

• Discover new business opportunities and recommend OpenText products or services

• Address and adjust for customer concerns to ensure satisfaction

• Provide regular status updates and reports to customers and internal management

Skills, Qualifications & Experience:

• Strong client focus with the ability to engage at senior management level

• Bachelor’s degree in a technical or business discipline, or equivalent

• Fluent communication skills in both French and English (required)

• Minimum 5 years of experience in software deployment projects

• Strong knowledge and experience in cloud technologies and data center deployments

• ITIL certification preferred

• Experience in PMP-related activities such as budget and scope management, change controls, and technical leadership

About OpenText:
OpenText is more than a corporation; it is a global community that values trust, high standards, and ownership of outcomes. The company fosters an energetic, innovative, and collaborative work environment where each day brings new challenges and opportunities for growth.

OpenText is committed to building an inclusive work environment that respects diversity across culture, race, gender identity, sexual orientation, disability, religion, and more. They also provide accommodations during the recruitment process for applicants with disabilities.

Benefits & Culture:

• Opportunity to work with a global leader in digital transformation

• Collaborative, inclusive international team environment

• Focus on continuous process improvement and innovation

• Support for personal and professional growth