Legal Technology- Lead Cloud Service Manager

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

We are seeking a Cloud Service Program Manager to join our Professional Services (PS) organization, supporting the delivery, retention, and growth of our most strategic enterprise and private cloud customers. This role serves as the primary program owner and trusted advisor, accountable for delivery execution, customer health, and long‑term account outcomes.

Initially aligned to a key enterprise account, this role is designed to model best‑in‑class enterprise engagement across our highest‑value customers, setting standards for how we plan, govern, and deliver services within dedicated private pod environments.

This is a high‑impact, customer‑facing role requiring strong strategic judgment, executive presence, and cross‑functional leadership. Success in this position directly influences customer satisfaction, renewal readiness, and account expansion.

YOU ARE GREAT AT

Program Strategy & Execution

• Own and drive the end‑to‑end program strategy for assigned enterprise accounts across all Professional Services and product engagements.
• Establish and maintain a clear, outcomes‑driven engagement plan aligned to the customer’s business, legal, and operational priorities.
• Ensure services and platform usage deliver measurable business value and return on investment.

Trusted Advisor & Relationship Management

• Build and sustain strong relationships with senior customer stakeholders across legal, IT, security, and executive teams.
• Act as a consultative partner, proactively identifying evolving needs and providing strategic guidance across eDiscovery and adjacent service areas.

Program Delivery & Cross‑Functional Leadership

• Own delivery governance and execution, ensuring services are delivered on time, within scope, and in alignment with contractual commitments.
• Coordinate and lead delivery across multiple service lines, private pods, and internal teams to drive consistent execution.
• Identify delivery risks early and drive mitigation strategies to resolution.

Internal Advocacy & Delivery Alignment

• Represent customer priorities internally to align delivery execution across Professional Services, Product, Support, Sales, and Operations.
• Navigate complex internal and external dependencies to resolve issues and maintain delivery momentum.

Growth Enablement & Opportunity Identification

• Partner closely with Sales to identify, shape, and support expansion and upsell opportunities.
• Contribute to account planning and long‑term strategy, positioning additional services and capabilities that drive increased account value.

Strategic Judgment & Prioritization

• Exercise independent judgment when balancing competing priorities within complex enterprise environments.
• Optimize decision‑making to support long‑term account stability while delivering near‑term commitments.

Domain Expertise & Scaled Impact

• Apply deep expertise in eDiscovery, SaaS delivery, and enterprise customer operations to solve complex challenges.
• Capture and apply insights from account engagements to inform scalable delivery models and best practices for similarly sized enterprise customers.

WHAT IT TAKES TO SUCCEED

• 7+ years of experience in customer‑facing roles such as Program Management, Account Management, or Professional Services leadership, preferably within SaaS.
• Deep experience in eDiscovery, legal technology, or adjacent enterprise platforms.
• Proven ability to build credibility and trust with senior and executive‑level stakeholders.
• Strong business acumen with a strategic mindset and a bias toward action.
• Exceptional communication, facilitation, and cross‑functional leadership skills.
• Demonstrated ability to identify growth opportunities and drive execution in partnership with Sales.
• Comfortable operating in high‑stakes, complex, enterprise customer environments.

Preferred

• Experience supporting private cloud or dedicated SaaS deployments.
• Familiarity with enterprise security, compliance, and data governance requirements.
• Program or project management certification (PMP, PgMP, or equivalent).

• This role operates within the Private Cloud and Enterprise segment of Professional Services, collaborating closely with delivery, product, and senior customer leadership teams.
• Hybrid work flexibility is supported.
• Occasional travel to customer sites may be required.

ONE LAST THING

OpenText is more than just a corporation—it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $101,000 - $138,000; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

California Residents: The pay range above is a reasonable estimate of salary based on pay scale, candidate experience, skills, and education. In addition to the comprehensive benefits noted above, the role may be eligible for bonus or commissions.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.