Lead Cloud Service Manager

YOUR IMPACT:

You are the Lead 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 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.
• Ensure service delivery, issue resolution and customer satisfaction.
• Drive success plans, framework adoption, and internal collaboration.
• Track overages, forecast risk, and guide new process implementation.
• Escalation and problem management accountability for strategic accounts.
• Total Customer Ownership for the portfolio of customers being aligned
• Lead and 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 360view of the customer
• Mentoring and guiding CSMs across complex account structures.
• Executive stakeholder management and conflict resolution.
• Creating process improvement plans and governance models.
• Driving strategic alignment with Sales, PS, and Support leads.
• Critical thinking and a Problem solver
• Operate and Lead at a Managerial level by mentoring team of CSM's
• Proactive with identifying and mitigating Customer problems with Governance and Solutions.

WHAT YOU NEED TO SUCCEED:

• Bachelors degree required (MBA or equivalent leadership experience added advantage)
• ITIL, PMP, or CSM platform certifications are a strong plus.
• 10+ years experience in customer success/delivery leadership
• Proven project management skills with demonstrated experience in a consulting environment
• 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
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs
• Significant experience of leading and managing teams (including matrix management) with in an offshore environment