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Principal Cloud Service Manager

Principal Cloud Service Manager

Opentext

14 - 19 years

15 - 19 Lacs

Bengaluru

Posted:23 hours ago| Platform:

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Skills Required

Usage Managed services Customer satisfaction Project management Consulting Scope management Information management Continuous improvement Operations Analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

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. Were hiring talent that AI cant replace to help us shape the future of information management. Join us.

Your Impact

You are the Principal 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 customers 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.

What the role offers

Lead a team of CSMs across multiple geographies or portfolios
Align with Organization vision, strategy, and operating model.
Own portfolio performance including churn, adoption, and retention.
Engage with exec stakeholders, lead transformation and maturity.
Oversee high-risk customers, define global governance models.
Partner with Sales and Product to align roadmap and growth levers.
Total Customer Ownership for the portfolio of customers being aligned
Strategic lead to work with cross functional teams
Contributes to development of functional and business objectives
On-board net-new hybrid (on-prem and cloud) based customers
Enable customer sponsors in a consultative and best-practice share approach
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
Coordinate cross-functional communication and processes to help guide customers through their journey
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 teams to influence Product and Sales roadmaps
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.
Establishing and maintain relation with internal delivery teams
Working with Organizational stakeholders and drive process improvements
Create and drive Success Plan frameworks and improve efficiency

What you need to succeed

Bachelor s degree required (MBA or equivalent leadership experience added advantage)
Global exposure ; ITIL, Customer Success certified prefered
14+ years in enterprise customer-facing roles.
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
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
Solid work ethic with a willingness to work overtime when required

OpenTexts 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. . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenTexts vibrant workplace.

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Principal Cloud Service Manager