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

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OpenText

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy

AI generated summary

  • You need a relevant degree, service management experience, expertise in ITIL/Lean/Six Sigma, contract negotiation skills, senior-level customer focus, certifications, and strong communication in German and English.
  • You will manage client relations, negotiate service scopes, ensure quality delivery, analyze performance metrics, and mentor service delivery staff to enhance customer satisfaction.

Requirements

  • 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

Responsibilities

  • 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

FAQs

What is the role of the Customer Service Manager in Managed Services?

The Customer Service Manager is responsible for scoping and pricing managed services programs, overseeing successful onboarding of customers, managing client relationships across assigned accounts, and ensuring high customer satisfaction and service quality.

What qualifications are required for this position?

A university degree in a technical or business discipline, proven service management skills, expertise in service delivery frameworks (e.g., ITIL, Lean, Six Sigma), and relevant certifications (e.g., ITIL, PMP) are required.

Is experience in a consulting environment necessary for this role?

Yes, experience in leading and managing delivery teams within a consulting environment is preferred.

What languages are required for this job?

Very good communication and presentation skills in both German and English are required.

Will I need to negotiate contracts in this role?

Yes, the role involves negotiating contract scope and pricing as well as writing proposals.

How does OpenText ensure an inclusive workplace?

OpenText is committed to maintaining an inclusive work environment, as outlined in their Employment Equity and Diversity Policy, which encompasses a wide range of protected categories.

What kind of team will I be part of?

You will collaborate closely with Account Managers, the Professional Services team, and the Commercial IT team in the Managed Services organization.

Will there be opportunities for professional development?

Yes, the role includes motivating, developing, and mentoring other service delivery staff, providing opportunities for professional growth.

Are there any specific performance metrics I need to monitor?

Yes, you will be responsible for monitoring and analyzing service performance metrics to identify areas for improvement.

How does OpenText approach the recruiting process for those needing accommodations?

OpenText offers assistance and reasonable accommodations during the application and recruiting process for individuals with disabilities, and candidates can contact hr@opentext.com for support.

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OpenText

Technology
Industry
10,001+
Employees

Mission & Purpose

OpenText is a world leader in Information Management, helping companies securely capture, govern and exchange information on a global scale. OpenText solves digital business challenges for customers, ranging from small and mid-sized businesses to the largest and most complex organizations in the world.