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Optima Customer Success Manager - TotalCare
Full-time
Optima Consulting is seeking a strategic, customer-focused Customer Success Manager to lead and evolve its Application Management Services (AMS) program, Optima TotalCare. This role delivers proactive support for enterprise platforms including SAP and OpenText, ensuring reliability, optimization, and long-term customer success. The ideal candidate leverages data, automation, and AI-enabled tools to improve support efficiency, reduce recurring incidents, and enhance customer outcomes.
What You Will Do
Own post-implementation customer relationships across SAP and OpenText platforms and lead TotalCare AMS engagements ensuring SLA adherence and continuous improvement.
Conduct onboarding, service health checks, executive service reviews, and roadmap discussions; manage escalations.
Use modern support tools, analytics, and AI-assisted diagnostics to accelerate troubleshooting and root cause analysis.
Identify opportunities to automate recurring support tasks and improve knowledge sharing.
Track customer satisfaction, service health, and renewal opportunities, and conduct quarterly operational and security reviews.
What You Bring
3+ years of AMS, Customer Success, or service delivery management experience.
Experience managing global teams and enterprise customer relationships.
Experience leveraging service management tools, analytics, or AI-assisted technologies to improve operational outcomes.
Working knowledge of SAP, OpenText, or enterprise IT ecosystems.
Bachelor's degree in IT, Engineering, or related field; ITIL Foundation certification strongly preferred.
