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 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
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
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 email@example.com