VP, Technical Support, Business Network

About the role

The Global Technical Support organization's primary objective is to ensure the success of our customers and drive loyalty. This position is responsible for defining, leading, and driving the Business Networks business within Global Technical Support and OpenText, creating and executing business strategies to meet organizational goals; to influence increased customer satisfaction and new business partnerships.

Responsibilities

• Define, lead, and drive the Business Networks business within Global Technical Support and OpenText.
• Create and execute business strategies to meet organizational goals.
• Influence increased customer satisfaction and new business partnerships.
• Oversee the operations of several Technical Support teams providing end-to-end technical support of the highest quality on OpenText products.
• Develop the team members, prioritize and manage escalated and large accounts, build relationships with customers, and ensure the OpenText Technical Support policies are followed.
• Leverage available data to identify opportunities to optimize team performance, understand product usage patterns, and inform internal initiatives.

Requirements

• Ability to interact with people and adjust your communication style based on their individual needs.
• Challenge historical norms to advance the organization forward.
• Ability to partner with cross-functional teams to align on role accountability.
• Ability to navigate difficult conversations with customers.
• Strong focus on continuous improvement and career progression.
• A track record of good judgment and decision-making.
• 15+ years in a senior technical leadership position, including subordinate managers.
• Relevant managerial experience in an Enterprise support environment.
• Strong team building skills.
• Previous experience interfacing with customers in a support capacity.
• Previous experience managing C-level escalation situations.
• Excellent communication skills: both written and verbal.
• Excellent interpersonal & presentation skills.
• A passion for providing quality customer service and technical support.
• A positive attitude, patience, understanding, dedication, and commitment.

Qualifications

• Highly developed professional/technical skills are needed to perform the job.
• Passion for providing quality customer service and technical support.
• Positive attitude, patience, understanding, dedication, and commitment.

Skills

• Strong people and business management skills.
• Ability to work in a matrixed environment, close partnership with our regional COE’s.
• Ability to work across multiple silos within the organization and lead cross-functional teams to successful outcomes, including an ability to address complex situations into actionable plans.
• Ability to provide direction to managers to meet schedules, business objectives and resolve challenges.
• Collaborative business partner focused on leading a team with relationships across the company.
• Leveraging available data to identify opportunities to optimize team performance, understand product usage patterns, and inform internal initiatives.

Benefits

• OpenText is committed to diversity and inclusion.
• Equal Employment Opportunity Statement of Policy promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identity, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
• Assistance and reasonable accommodations are provided for individuals with disabilities during the application and recruiting process.

Pay

• Competitive compensation package.

Schedule

• Full-time position.