Lead Premium Enterprise Support Manager

About the role

OpenText is seeking highly qualified candidates to join the Premium Support Team as a Lead Enterprise Support Manager (ESM)/ Lead Service Account Manager (SAM).

Responsibilities

• Work with your customer’s team to assist with the non-technical aspects of their support experience.
• Act as your customer’s ambassador, leveraging worldwide support resources to ensure delivery success.
• Visit your customer’s site and build relationships with their team.
• Gain an understanding of your customer’s product implementations and business priorities to improve the support delivered to them.
• On-board and train your customers’ staff to ensure they get the most out of their support resources and tools.
• Navigate OpenText processes to ensure timely and quality escalation management, and solutions to requests are handled in a timely manner.
• Provide Quarterly Business Reviews (QBRs) with case reporting and KPI trending.
• Responsible for analyzing trends in order to provide recommendations.
• Proactively monitor support cases, and facilitate regular meetings to review status and ensure progress.
• Facilitate meetings with R&D, product management and customer support as needed to ensure potential issues with our software are addressed and in alignment with the customer’s business goals.
• Aid Delivery leads and Sales colleagues with identifying and supporting upselling opportunities.

Requirements

• Bachelor’s degree preferred or associate degree holder (technical field) with 5 - 7 years working experience in related fields desired.
• In-depth knowledge of company and industry standards in one or multiple of the following areas: Enterprise DevOps, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
• Knowledge of OpenText products and services offerings, company organization, competition, third party products and market trends.
• Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict.
• Great communication, co-ordination and collaboration skills, in conjunction with the ability to navigate complex, matrixed organizations.
• Highly organized with the ability to manage complex schedules in a global organization.
• Spanish or French language is an asset.

Qualifications

• Passionate and talented professionals with a focus on customer success.
• Experience acting as a named and dedicated support expert that learns and understands the customers business.
• Experience helping customers optimize even the most complex hybrid software environments and resolve issues quickly as they arise.
• Experience providing non-technical support advisory and advocacy services.
• Experience coordinating support delivery towards business goals.
• Experience building strong relationships with designated technical and management contacts at assigned customers.
• Experience building and enabling alignment across the OpenText organization.

Skills

• Strong communication and collaboration skills.
• Ability to navigate complex, matrixed organizations.
• Ability to manage complex schedules in a global organization.
• Ability to analyze trends and provide recommendations.
• Ability to proactively monitor support cases and facilitate regular meetings.
• Ability to facilitate meetings with R&D, product management and customer support as needed.
• Ability to identify and support upselling opportunities.

Benefits

• Comprehensive benefits package that supports physical, emotional, and financial wellbeing.
• Variable and commission compensation opportunities for eligible roles.
• Vacation entitlement and paid time off.

Pay

Compensation varies based on experience and qualifications.

Schedule

Up to 15% travel required.