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 idóneo 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, analytic

📌 Optima Customer Success Manager (México)
🏢 Optima ECM Consulting
📍 México