Programme Manager - Netherlands

Ref#: 14563

Function: Consulting

Location: Netherlands, Hoofddorp

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ENABLING THE DIGITAL WORLD
 
OpenText enables the digital world by simplifying, transforming, and accelerating enterprise information needs, on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our employees in over 140 locations around the world.  
We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.

The Open Text Professional Services team is comprised of more than 3,000 consultants who act as trusted advisors, managing long-lasting relationships with more than 100,000 customers around the world. They are responsible for the delivery of business solutions from pre-sales to post implementation. Our teams of experts help organizations solve issues, create value, improve business performance, and work more effectively in an increasingly digital world.
As an Open Text consultant you will work in a fast-paced, dynamic environment and you will be recognized as a subject matter expert within the Enterprise Information Management space. You will be supported with training on our solutions, the ability to receive relevant certifications and opportunities for advancement. Our experts also frequently have the opportunity to take part in international assignments. From supporting your customer with the implementation of systems and optimization of our products, to conducting workshops on best practices, you will be travelling to different sites and there are never two days that look exactly the same.


The Opportunity:

As part of the OT-First program OpenText Global Services intends to have a long-lasting relationship with our key-customers and be their preferred services partner. This should result in a jointly defined program in close cooperation with these key accounts. The framework for such a program talks of a mix of Analysis, Design, Build and Optimize services built up from our wide service catalog across all our ECM and BPM products (factsheet available)

Optimize customers sign up to these programs on a per project base. For this role we have a number of key accounts across various sectors and products who need a dedicated Program Manager. The Services Program Manager will have a dual responsibility to work on Business Development from PS side and manage large implementation projects. Business Development means active participation in account teams, management of customer relations and preparation of proposals.

The program manager prepares, initiates and manages the implementation projects, including project reporting and administration. SPM will have a 50% target on utilization and 50% on revenues and margin. The Services Program Manager serves as the single point of contact for key accounts who have multiple projects running and have a high potential for more of these kind of projects. This means that time has to be divided between Business Development and Program Management (delivery of services to these customers). An SPM will typically have sole responsibility for delivery within a number of customers (2-3). Increasingly a number of these customers may be OpenText cloud customers where the SPM plays an integral part in the overall customer success. Normally, the Services Program Manager will be equally responsible for developing and delivering new business, so we are seeking a Sales focused individual (who understands Service Delivery). The SPM will become familiar with the complete business and technical environment in which each of their customers uses our software and then become the focal point for all calls from the customer in order to ensure the highest level of service, effectively a single point of contact between the customer and OpenText .


You are great at: 

  • Being responsible for the renewal of running program(s).
  • Become the single point of contact for anything the customer may need of Open Text ensuring clear communication and effective escalation.
  • Serve as a point of escalation, managing the escalation through resource assignments coordination between the different Open Text and customer departments/teams.
  • Carry out priority ticket handling and monitoring and ensure each ticket is assigned to the appropriate priority and follow the ticket through to its conclusion.
  • To manage the scheduling and delivery of all consultancy defined within the program, including onsite visits of the consultants and technical specialists.
  • To give regular updates to the customer on the progress of open tickets. The time interval for these updates will depend on the severity/complexity of the issue.
  • To know and track all modifications which have been made to the standard product. This will include customisations whether made by OpenText, the customer or 3rd parties.
  • To clearly document, all interaction with customers and implement plans of action towards resolving outstanding issues, as required.
     


What it takes:
 
  • 5+ years experience working within a similar Software organisation , preferably in roles across 2 or more of the following areas:
  • Customer Support / Renewals
  • Global Services
  • Technical Services
  • Sales / Account Development Background
  • Working knowledge of the EIM technologies and ability to hold strategic discussions around their deployment
  • Experience in building and managing a strong customer relationships, both internal and external
  • Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task


At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation in completing the application process please email accommodationrequests@opentext.com

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