What You Will Own
- Own the end-to-end technical success journey for assigned strategic cloud customers, from onboarding and stabilization through adoption, optimization, renewal readiness, and ongoing growth.
- Establish and maintain a customer-specific technical success plan aligned to business outcomes, architectural priorities, operational health, service commitments, and lifecycle milestones.
- Serve as the primary technical advisor on the account, providing informed recommendations, clear guidance, and leadership across complex cloud application and platform matters.
- Build trusted relationships with customer technical leaders and stakeholders through proactive communication, transparency, accountability, and a strong understanding of their priorities.
- Act as the customer’s liaison into OpenText, orchestrating cross-functional teams and ensuring technical issues, risks, dependencies, and commitments have clear ownership and momentum.
- Lead recurring technical governance and service reviews, providing meaningful insights into platform health, trends, risks, major initiatives, and recommended actions.
- Proactively identify technical, operational, and lifecycle risks before they affect customer outcomes, and coordinate mitigation plans with the customer and internal teams.
- Provide technical leadership during critical incidents and complex escalations, ensuring effective stakeholder coordination, timely communication, sound technical direction, and disciplined follow-through.
- Review Root Cause Analyses for technical accuracy, clarity, and completeness, and help translate findings into preventive actions and customer-relevant outcomes.
- Guide customers through upgrades, migrations, releases, changes, capacity considerations, resilience planning, and other key events across their cloud lifecycle.
- Champion customer priorities internally, helping OpenText teams understand business impact, urgency, and the technical context required to make informed decisions.
- Develop deep expertise in one or more OpenText solutions or technical domains and use that expertise to strengthen customer outcomes and team capability.
- Create and deliver reusable knowledge, technical guidance, and best practices that improve consistency, readiness, and scale across the broader Technical Success organization.
- You Are Great At
- Leading strategic technical conversations with customers and translating complex information into clear decisions, actions, and business-relevant outcomes.
- Building credibility with technical and executive stakeholders through strong judgment, ownership, communication, and follow-through.
- Understanding enterprise cloud environments holistically, including applications, infrastructure, integrations, databases, networks, security considerations, and operational dependencies.
- Connecting customer goals to practical technical roadmaps, success plans, governance mechanisms, and measurable lifecycle outcomes.
- Navigating ambiguity and coordinating multiple teams without losing accountability, urgency, or focus on the customer experience.
- Identifying patterns, risks, and improvement opportunities through operational insights, service trends, and knowledge of the customer environment.
- Influencing across organizational boundaries and creating alignment among customers, Product, Engineering, Cloud Operations, Professional Services, and Customer Success.
- Demonstrating empathy and composure while maintaining a consultative, outcome-focused approach during high-impact situations.
What It Takes Experience: A minimum of 5–7 years of experience in technical consulting, technical account management, cloud services, enterprise application management, or a comparable customer-facing technology role. Customer Leadership: Demonstrated experience owning strategic customer relationships, leading technical governance, managing complex stakeholder environments, and guiding customers through critical lifecycle events. Technical Foundation: Experience with enterprise multi-tiered applications and supporting technologies, including Windows and UNIX administration, TCP/IP networking, relational databases such as Microsoft SQL Server, PostgreSQL, Oracle, or MySQL, and web or application servers such as IIS, Apache, or Tomcat. Cloud-Native Technologies: Familiarity with Docker, Kubernetes, and Helm, with the curiosity and willingness to continue developing cloud-native expertise. Service Management: Experience operating within an ITIL-based service delivery model and an understanding of incident, problem, change, availability, capacity, and service-level management. Automation and Scripting: Working knowledge of SQL and scripting or programming technologies such as shell, batch, Java, JavaScript, or Python is an asset. OpenText Experience: Experience with OpenText products such as Content Suite or SuccessFactors is an asset. Communication: Exceptional written and verbal communication skills, with the ability to engage technical practitioners, customer leaders, and internal stakeholders effectively. Personal Attributes: A consultative mindset, strong ownership, sound judgment, curiosity, patience, adaptability, and a commitment to delivering exceptional customer outcomes in a dynamic environment.
- Academic
- University or college degree in a related discipline, or equivalent professional experience.
Work Environment General office environment. Participation in an on-call rotation is required to provide leadership for major incidents and support scheduled activities outside normal business hours. Additional work outside standard hours may be required based on customer priorities, critical events, project schedules, system reliability issues, deadlines, or time-zone differences.
- Success in This Role
- Strategic customers view you as a trusted technical advisor who understands their environment, priorities, and business impact.
- Customer risks and lifecycle needs are identified early, governed clearly, and progressed with accountable ownership.
- Cross-functional OpenText teams remain aligned around customer outcomes, commitments, and technical priorities.
- Customers experience stronger platform health, more effective lifecycle planning, and greater confidence in their OpenText Cloud partnership.
Must be Australian Citizen or PR to apply
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
