Optima Customer Success Manager - TotalCare

Location: Remote Home Office
Reports to: VP, Customer Success

The Opportunity

Optima Consulting is seeking a strategic, customer focused Customer Success Manager TotalCare to lead and continuously evolve our Application Management Services AMS program, Optima TotalCare.

This role is responsible for delivering proactive support for enterprise platforms including SAP, OpenText and Custom Certified SAP-On Adds ensuring reliability, optimization, and long-term customer success.

The ideal candidate combines strong customer success leadership, operational discipline, and a modern service delivery mindset. This leader will leverage data, automation, and AI enabled tools where appropriate to improve support efficiency, reduce recurring incidents, and enhance customer outcomes.

If you thrive in a fast-paced consulting environment and are passionate about delivering exceptional service while continuously improving how support is delivered, this role is for you.

What You Will Do:

Customer and Program Management
•   Own post-implementation customer relationships across SAP and OpenText platforms.
•   Lead TotalCare AMS engagements ensuring SLA adherence, operational excellence, and continuous service improvement.
•   Conduct onboarding, service health checks, and executive level service reviews.
•   Facilitate roadmap discussions to anticipate client needs and guide future enhancements.
•   Manage escalations and ensure timely issue resolution with clear communication to stakeholders.
•   Track customer satisfaction, service health, and renewal opportunities.
•   Leverage operational data and analytics to identify patterns in incidents, system performance, and support demand.

Service Delivery and Operations
•   Promote consistent, high quality support practices across the TotalCare program.
•   Oversee ticket queues and SLA compliance while ensuring issues are triaged and prioritized effectively.
•   Use modern support tools, analytics, and AI assisted diagnostics to accelerate troubleshooting and root cause analysis when appropriate.
•   Identify opportunities to automate recurring support tasks and improve knowledge sharing across the team.
•   Ensure recurring issues are documented, analyzed, and addressed through process improvements, automation, or system optimization.

Internal Enablement and Operations
•   Train stakeholders on TotalCare processes, ticketing systems, and service delivery best practices.
•   Deliver internal performance reporting and operational insights.
•   Continuously improve service operations through process optimization, automation, and improved use of service data.
•   Leverage company AI tools responsibly and within policy to enhance productivity, documentation, and troubleshooting workflows.
•   Maintain internal documentation, service runbooks, and team enablement resources.
Governance and Compliance
•   Conduct quarterly operational and security reviews.
•   Ensure adherence to contractual obligations and service commitments.
•   Monitor service delivery metrics and identify trends, risks, or opportunities for improvement.
•   Maintain governance frameworks supporting consistent and reliable service delivery.

Sales Support
•   Partner with Client Engagement Executive to scope, renew, and expand TotalCare engagements.
•   Assist with program agreement development and contract management.
•   Identify opportunities for service expansion based on customer needs and service insights.
•   Support pre-sales discussions and contribute to TotalCare positioning materials.

Success Measures/ KPI’s:
•   SLA Compliance: Percentage of tickets meeting response and diagnosis targets
•   Operational Performance: Percentage of tickets resolved within 30 days
•   Customer Satisfaction: NPS and survey feedback
•   Service Optimization: Reduction in recurring incidents and improved system reliability
•   Renewals: TotalCare contract renewal rate and full support of renewal efforts
•   Operational Efficiency: Improved service delivery through better processes, automation, and intelligent use of support tools

What you Bring:
•   An obsession with providing excellent, white-glove client service to Enterprise-Level clients
•   3 or more years of Application Management Services AMS, Customer Success, or service delivery management experience
•   Experience managing global teams and enterprise customer relationships
•   Strong leadership, communication, and problem-solving skills
•   Experience leveraging service management tools, analytics, or AI assisted technologies to improve operational outcomes
•   Working knowledge of SAP, OpenText, or enterprise IT ecosystems
•   Ability to translate technical issues into business impact for executive stakeholders
•   Bachelor’s degree in IT, Engineering, or related field
•   ITIL Foundation certification strongly preferred
•   PMP or CAPM certification considered a plus

Why Optima?
As an SAP Gold Partner and pioneer in enterprise solutions, Optima ECM Consulting is trusted by some of the world’s top organizations. We combine deep expertise with a culture of innovation, collaboration, and continuous improvement.

At Optima you will work in a flexible remote environment where you can help shape the future of enterprise application services while delivering meaningful impact for our clients.

We’re looking for people who align with Optima’s Core Values:
•   Have a passion for excellence – you always deliver quality work for your clients and each other, on time, and to the best of your ability. You don’t cut corners.
•   Create remarkable client experience – you do the right thing for your clients, and you consistently seek ways to add value to their business.
•   Be a Pioneer – We are original and creative in our thinking. To us, innovation and ingenuity is a mind-set – a hard-wired desire to improve things.
•   Get it done – you can be counted on to fulfil every objective you take on. Your teammates and clients know they can trust you to get the job done.
•   Win as a team – you can be a great teammate, mentor, and cheerleader to support your team. You are committed to enhancing your team and creating an opportunity for growth.
•   Have fun – you love what you do and have fun while you do it and celebrate successes along the way.