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. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

 

 

OPENTEXT - L'ENTREPRISE DE L'INFORMATION

OpenText est un leader mondial dans le domaine de la gestion de l'information, où l'innovation, la créativité et la collaboration sont les éléments clés de notre culture d'entreprise. En tant que membre de notre équipe, vous aurez l'occasion de collaborer avec les entreprises les plus réputées au monde, de vous attaquer à des problèmes complexes et de contribuer à des projets qui façonnent l'avenir de la transformation numérique.

 

L'IA avant tout. Tourné vers l'avenir. Centré sur l'humain.

Chez OpenText, l'IA est au cœur de toutes nos activités : elle stimule l'innovation, transforme le travail et donne plus de moyens aux travailleurs du savoir numérique. Nous recrutons des talents que l'IA ne peut remplacer pour nous aider à façonner l'avenir de la gestion de l'information. Rejoignez-nous.

 

The role:

The Cloud Success Manager (CSM) is the program manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts. The CSM is a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.
The CSM ensures operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.

 

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 organisational skills along with the ability to manage complex internal relationships while maintaining a clam, positive and supportive attitude.

OpenText is one of the world’s leading cloud software companies – and as such you should be comfortable navigating the more technical aspects of what we do; while specific expertise is not required, a level of comfort with ITIL processes is needed. Your role will involve working with all parts of the organisation from account management to engineering and support, so strong emotional intelligence, an open attitude to learning and people skills are a must.

You are great at:

Providing overall business management of the customer which includes weekly status calls, monthly SLA reporting and business reviews, issue tracking reporting and cross functional communication with other OT teams (i.e., support, sales, product management, etc.).Managing customer expectations such that escalations can be avoided. If escalations do arise, the CSM leads the escalation management until the issues are resolved and the account de-escalated.Managing relationships and interfacing at various levels within the customer's organization (i.e., business, technical, executive leadership).Identifying short and long-term strategies to assist in the growth and business objectives of the customer.Identifying new business opportunities, recommending products or services to improve customer satisfaction and ROI.Identifying customer needs for contract add-ons, renewals, upgrades and value-added services and engaging the relevant OT contacts for execution.Regular discussions and addressing any customer concerns regarding overall service and satisfaction, making necessary adjustments and ensuring that issues have been addressed and customer perception has positively.Conduct interactive status meetings with customers, cloud services operations, Professional Services, and Commercial IT team to review ongoing activities and progress.Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

 

What it takes:

 

Strong client focus – ability to operate at a senior manager levelBachelor’s degree in a technical or business discipline, or equivalentGood communication skills in English, with other languages a plus - German, Spansih or FrenchConversant 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, and project team direction and technical leadership). Demonstrable experience in developing and rolling out customer satisfaction improvement programsAble to work independently with positive problem solving attitudeSolid work ethic

 

This is a global role supporting clients/employees in North America and Europe and requires fluency in French & English.

 

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $x - $x; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.

 

 

Il s'agit d'un poste international qui consiste à assister les clients/employés en Amérique du Nord et en Europe et qui nécessite une maîtrise parfaite du français et de l'anglais.

L'engagement d'OpenText en faveur de la diversité et de l'inclusion va au-delà des exigences légales, comme en témoigne notre déclaration de politique d'égalité des chances en matière d'emploi, qui promeut un environnement respectueux et stimulant pour les employés de toutes origines, cultures, nationalités, races, couleurs, sexes, identités sexuelles, orientations sexuelles, situations familiales, âges, statuts d'anciens combattants, handicaps, religions ou autres caractéristiques protégées par les lois applicables.

Si vous avez besoin d'aide et/ou d'aménagements raisonnables en raison d'un handicap pendant le processus de candidature ou de recrutement, veuillez nous contacter à l'adresse hr@opentext.com. Notre approche proactive favorise la collaboration, l'innovation et l'épanouissement personnel, enrichissant ainsi le lieu de travail dynamique d'OpenText.

Rémunération: Chez OpenText, nous offrons un ensemble d'avantages sociaux soigneusement conçu pour favoriser votre bien-être physique, émotionnel et financier. Au fur et à mesure que vous avancez dans le processus de recrutement, nous serons heureux de vous fournir plus de détails sur nos programmes de rémunération, y compris les possibilités de rémunération variable et à la commission pour les postes éligibles, les droits à congés et les congés payés.

Fourchette salariale: $x - $x; en fonction de la formation, de l'expérience, des compétences, de la situation géographique du candidat et de l'alignement avec l'équité interne et le marché externe, le salaire réel peut varier et être supérieur ou inférieur à la fourchette indiquée.

Divulgation relative à l'utilisation de l'IA: dans le cadre de notre engagement en faveur de la transparence, nous utilisons des outils d'intelligence artificielle (IA) pour faciliter différentes étapes de notre processus de recrutement, notamment la présélection des CV, la mise en correspondance des candidats, la planification des entretiens et les communications. Ces outils sont conçus pour améliorer l'efficacité, réduire les préjugés et améliorer l'expérience des candidats. Toutes les décisions relatives à l'embauche sont prises par des professionnels qualifiés, et nous surveillons en permanence nos systèmes d'IA afin de garantir leur équité et leur conformité avec les réglementations applicables.