Patricia M. Knox

About Patricia M. Knox

With over 4.5 years as a Senior Cloud Service Manager at OpenText, I specialize in…

Experience

1. Sr Cloud Service Manager

   OpenText

   Sep 2021 — Present

   Responsible for managing overall program relationships through all stages of the program\'s life cycle, which includes brokering the client’s move, add, and change activities, while ensuring delivery of professional obligations and serving as a communication conduit for cross-functional OT teams.• Responsible for owning the account relationship from go-live through steady-state to include being the key contact for Professional Services delivery, change management, service level reporting, client satisfaction, and assisting with growing revenue within the account.• Manage the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve client issues and drive cross-functional issues to closure.• Track program progress, identifies, and mitigates risks, maintains effective communication with all program stakeholders, and provides detailed reports of progress against plan.• Manage compliance with agreed service levels and contractual obligations, escalating to management when appropriate.• Formulate and take corrective actions to mitigate deviations to the program plans and alerts management of potential problems.• Facilitate a positive and productive long-term relationship with the client(s), while setting operational expectations and identify areas of improvement and support all existing contracted services.• Maintain and deliver regular program status updates and service performance.

Education

• Capella University

  Bachelor of Science (BS), Business Administration and Management, General

  2005 — 2010

• University at Albany

  Undergraduate studies in Computer Science

  1988 — 1991