Senior Cloud Service Manager (Responsibilities)

• Serve as overall relationship owner for assigned OpenText Cloud Managed Services accounts, acting as trusted advisor aligned with the customer’s business and strategy.
• Ensure operational health, customer satisfaction and maximum ROI of OT Cloud Managed Services investment.
• Oversee customer success management: weekly status calls, monthly SLA reporting, site visits, business reviews, issue tracking and cross‑functional communication with other OT teams.
• Develop and maintain Customer Success Plans, establishing governance to track outcomes and success metrics.
• Strategically manage customer relationships to delight and exceed expectations, proactively nurturing customers to become referenceable.
• Escalation management: facilitate communication between teams to resolve critical incidents, conduct root‑cause analysis and implement corrective actions.

Qualif...