Customer Service Manager (m/w/d) - Managed Services

OPENTEXT

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.

YOUR IMPACT

As part of our Off Cloud EMEA Managed Service Organization, your role involves scoping and pricing managed services programs and overseeing the successful onboarding of customers into the OpenText environment. This includes managing client relationships across multiple assigned accounts from a service delivery standpoint. You will collaborate closely with Account Managers, the Professional Services team, and the Commercial IT team to ensure that contracted services are delivered to the customer. Your primary focus is ensuring high customer satisfaction and fostering relationships and teams to consistently provide high-quality service.

What The Role Offers

• As Customer Service Manager - Managed Services you will be responsible for growing client relations regarding services around the management of OpenText applications at our enterprise customers
• Discussing the strategy and negotiating the scope of services with prospects and ensuring that the scope meets the customer requirements as well as our business goals
• Owning the end-to-end delivery of services, ensuring customer satisfaction and service quality and acting as a primary point of escalations
• Monitoring and analyzing service performance metrices to identify areas of improvement and leveraging technology best practices to enhance our service offerings
• Motivating, developing and mentoring other service delivery staff
  
  

What You Need To Succeed

• University degree in a technical or business discipline, or equivalent
• Proven service management skills, including leading and managing delivery teams, ideally within a consulting environment, as well as managing budgets
• Expertise in service delivery frameworks (e.g. ITIL, Lean, Six Sigma)
• Several years of professional experience in a similar role, negotiating contract scope and price as well as writing proposals
• Strong customer focus and the ability to operate at a senior management level
• Relevant certification (e.g. ITIL, PMP)
• Very good communication and presentation skills in German and English
  
  

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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