YOUR IMPACT
OpenText is seeking highly qualified candidates to join the Premium Support Team as a Lead Enterprise Support Manager (ESM)/ Lead Service Account Manager (SAM). We are looking for motivated, passionate and talented professionals with a focus on customer success. In this role, you will act as a named and dedicated support expert that learns and understands the customers business, helps them optimize even the most complex hybrid software environments and resolve issues quickly as they arise. Providing non-technical support advisory and advocacy services, while coordinating support delivery towards their business goals. As an ESM/SAM you will build strong relationships with designated technical and management contacts at your assigned customers, as well as with internal OpenText teams such as Product Management and R&D.
In addition, you will ensure customers receive the highest level of business value and are satisfied with the products and services they have purchased from OpenText ensuring retention, loyalty, and account growth.
The overall objective of the Lead Enterprise Support Manager (ESM)/Lead Service Account Manager (SAM) is to deliver experiences that customers want to have again - to earn the right to customer driven growth. This is achieved by building trust, focusing on customer value and success, building and enabling alignment across the OpenText organization.
WHAT THE ROLE OFFERS:
• 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.
• Assist Delivery leads and Sales colleagues with identifying and supporting upselling opportunities.
• Travel up to 15% of time
WHAT YOU NEED TO SUCCEED:
• 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.
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
California Residents: The pay range above is a reasonable estimate of salary based on pay scale, candidate experience, skills, and education. In addition to the comprehensive benefits noted above, the role may be eligible for bonus or commissions.
