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Cloud Service Manager

Cloud Service Manager

Opentext

8 - 13 years

7 - 11 Lacs

Bengaluru

Posted:3 days ago| Platform:

Apply

Skills Required

PMP Data management Project management Process improvement Workflow Customer support Information management EDI Analytics Monitoring

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

We re looking for an enthusiastic, customer centric team player that thrives on providing the best possible experience for our clients. You ll need excellent communication and organizational skills along with the ability to manage complex internal relationships while maintaining a calm, positive and supportive attitude.

You will act as a trusted advisor to your accounts and collaborate with internal teams to ensure customer needs are met; run weekly status calls, monthly SLA reporting, business reviews, issue tracking, reporting and cross-functional communication with other OT development teams and Onshore Stakeholders.

An excellent opportunity to be part of the development of the cutting-edge customer success services - BN CSM Team.

WHAT THE ROLE OFFERS

Customer Health Ownership
Proactively manage customer relationships to ensure optimal health status (green), driving satisfaction and long-term retention.
Project Execution & Delivery
Lead end-to-end execution of customer projects, including weekly status calls, monthly SLA reviews, issue resolution, and coordination with cross-functional teams and the Onshore Delivery Manager.
Queue & Workflow Monitoring
Oversee customer support and request queues to ensure timely and effective responses.
Stakeholder Collaboration & Estimation
Partner with customers and internal stakeholders to evaluate work complexity and contribute to accurate quoting and time estimation.
Customer Data Management
Maintain and own comprehensive customer profiles by consolidating data from multiple sources, ensuring a single source of truth for internal teams.
Customer Insights & Reporting
Develop analytics and dashboards to provide a 360 view of customer health, usage trends, and engagement metrics.
Executive Communication
Deliver regular updates and strategic communications to internal stakeholders and executive sponsors to maintain alignment on customer goals and outcomes.
Trusted Advisor Relationship
Build strong, trust-based relationships with customers, serving as their advocate within OpenText to ensure their voices are heard and needs are met.
Process Improvement
Contribute to ongoing enhancement of CSM best practices, playbooks, and engagement templates.
Customer Engagement Programs
Collaborate with the Customer Experience team to design and execute tailored outreach initiatives such as product usage campaigns, newsletters, webinars, and user groups.

WHAT YOU NEED TO SUCCEED

Strong Project Management Expertise Proven ability to plan, execute, and monitor multiple customer-facing initiatives and programs effectively.
EDI Knowledge Solid understanding of Electronic Data Interchange (EDI) systems and their role in customer integrations and operations.
Flexible Work Hours Willingness and ability to work US business hours to align with customer needs and internal teams.
Leadership & Influence Ability to earn trust, command respect, and foster a collaborative environment among both customers and internal stakeholders.
Planning & Execution Skills Familiarity with structured approaches to planning, tracking progress, and controlling deliverables across projects.
Proactive Problem Solving Skilled in identifying potential risks early and implementing preemptive solutions to maintain project momentum.
Program & Project Methodologies Good understanding of established program and project management frameworks (PMP-based methodologies).
Adaptability & Curiosity High level of commitment with a continuous learning mindset; able to quickly grasp and implement new tools, technologies, and processes.
Excellent Communication Strong verbal and written English communication skills, capable of clearly articulating technical and business concepts to diverse audiences.

Education and Experience

BE/B.Tech /ME/ M.Tech/MCA with 8 years of work experience

OpenTexts efforts to build an inclusive work environment go beyond simply complying with applicable laws. . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenTexts vibrant workplace.

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Software Development

Waterloo ON

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Personal Settings

Cloud Service Manager

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

OPENTEXT - THE INFORMATION COMPANY

AI-First. Future-Driven. Human-Centered.

YOUR IMPACT

An excellent opportunity to be part of the development of the cutting-edge customer success services - BN CSM Team.

WHAT THE ROLE OFFERS

Customer Health Ownership

Project Execution & Delivery

Queue & Workflow Monitoring

Stakeholder Collaboration & Estimation

Customer Data Management

Customer Insights & Reporting

Executive Communication

Trusted Advisor Relationship

Process Improvement

Customer Engagement Programs

WHAT YOU NEED TO SUCCEED

Education and Experience

More Jobs at Opentext