Lead Cloud Service Manager

Opentext

10 - 15 years

20 - 25 Lacs

bengaluru

Posted:8 hours ago| Platform:

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Skills Required

pmp project management consulting problem management issue resolution account management scope management information management continuous improvement analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 360 view of the customer
Prepare and deliver reports for QBR/EBR customer reviews
Participate in BU initiatives and drive outcomes
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
Establishing and maintain relation with internal delivery teams
Drive Efficiency for Customer Success aligning with organizational processes

What you need to succeed

Bachelor s 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

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