Service Manager

Come and join our Customer Success Team based in our Paris office with your commitment as a

Customer Success Manager (Cloud Services) – French/English

YOUR IMPACT:

You act as the overall relationship owner to assigned OpenText Cloud Managed Services accounts. You are a trusted advisor and partner who understands the customer's business and strategy as it relates to their OT product portfolio.

You ensure operational health, customer satisfaction, and that customers get the maximum ROI from their OT Cloud Managed services investment.

WHAT THE ROLE OFFERS:

• Overseeing overall success management of the customer, which includes weekly status calls, monthly SLA reporting, site visits, business reviews, issue tracking, and cross-functional communication with other OT teams (i.e., support, sales, product management, etc.).
• Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.
• Ability to elicit and document business vision, short and long-term goals, business objectives, and success metrics into a Customer Success Plan and establish a Success program governance model to track outcomes.
• Strategically manage customers. Delight and exceed customer expectations and proactively nurture customers to be referenceable.
• Facilitate communications between various teams when needed to restore customer wellness and stability.
• Provides expert incident and problem management for high-impact and critical customer issues, ensuring root‑cause analysis is conducted and a corrective action plan is executed, with any learning applied for future benefit.

WHAT YOU NEED TO SUCCEED:

• Bachelor’s degree in a technical or business discipline, or equivalent
• At least 2 years of relevant Professional experience in customer ownership roles (customer success, consulting, or another client supporting role)
• Excel at building long‑term internal and external relationships, have great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision‑makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome.
• Strong client focus – ability to operate at a senior manager level
• Knowledge of EDI and/or e‑invoicing is an advantage
• Willingness to travel as needed (estimated 15%)
• Strong communication skills in French and English, both written and spoken

We kindly ask you to apply in English. Thank you!

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in shaping the future of content management solutions. Apply now and be part of our exciting journey at OpenText!