Senior Project Manager

Ref#: 14605

Function: Cloud Services

Location: Philippines, Makati City

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ENABLING THE DIGITAL WORLD


OpenText enables the digital world as the global leader in Enterprise Information Management, both 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 Opportunity:


The role of the PM is to serve a as a customer advocate in Manila.   This includes collaborating with cross-functional teams to make sure client requests are delivered on a timely manner and issues are resolved accordingly.  The DM is assigned to a set of accounts and is accountable to the over-all service delivery for these customers.  Aside from this, he/she may serve as an escalation point for the team.  Depending on the organizational structure, he/she may supervise the team as well.


You are great at:

  • Work with the Mapping & Integration teams to make sure MAC work requests are delivered based on the target SLA
  • Coordinate with the customers and delivery teams to negotiate for delivery dates if initial target cannot be met
  • Monitor high severity customer tickets and help drive them to closure by working with the Production Support teams and the customer
  • Work with clients whenever there are bad input data issues to avoid re-occurrence
  • Coordinate with cross –functional teams on bringing up quality and process issues and work with them to come up with recommended changes or improvement plans
  • Manage and implement the process from quotation of work down to billing
  • Makes sure that services are provided to the client as specified in the contract
  • Looks for possible opportunities to get new MAC work or other requests that can help increase revenue
  • Improve overall customer experience for production and service delivery activities
  • Assist manager by implementing people management programs in the team. Develop initiatives aimed at improving employee satisfaction and retention.
  • Supervises the team and serves as an escalation point
  • Provides feedback on team and team member’s performance
  • Shares their knowledge on the processes, issue resolution and customer engagement experiences
  • Drive process improvement programs to help streamline or standardize geo-specific or team processes

What it takes:

  • Educational Requirement:  A graduate of any four year course, preferably with Computer Science degree or equivalent experience
  • Min. requirement: at least 6 years experience in Customer Relationship Management
  • Has previous experience in account ownership
  • Excellent oral and written communication
  • Can work with minimal supervision
  • Self-motivated
  • Ability to handle multiple projects
  • Ability to organize tasks based on priority
  • Has good attention to details and follow up
  • Has good interpersonal skills
  • Can take ownership of an account and be accountable for the over-all performance for the project
  • People management
  • Willing to work either ASPAC, EMEA or US hours, depending on the requirement
  • Experience in handling small –mid size delivery projects; Preferably with EDI/B2B/E-commerce experience

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 at any time during the recruitment process please email accommodationrequests@opentext.com

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