YOUR IMPACT
As a Premium Support Delivery Manager, you will manage customer delivery and success at assigned Premium Support accounts within a defined regional CMT(s) or product BU(s), with the goal of ensuring renewal of all products and services and active management of risk. You will manage a team of Premium Support employees and delivery managers in their day-to-day support and management activities towards this goal, providing effective leadership and mentoring within the team through strong communication and action. Work with the wider Premium Support management team, BDM and Renewal/License Sales Reps to identify and support new and upsell sales opportunities. Work with Premium Support portfolio and marketing leads to develop, define and promote new offerings and routes to market.
WHAT THE ROLE OFFERS
• Lead a team that is responsible for providing a high level of technical support and customer satisfaction to assigned Premium Support customers.
• Mentor team members in handling technical escalations or new customer requests /
situations (if required)
• Work with the other Premium Support CMT Manager and Sales/BDM to identify and
support new sales opportunities.
• Develop strong relationships with Director/VP level employees at OT both Internal
and Customer stakeholders.
• Take ownership role in WW Premium Support service improvement initiatives and
projects.
• Conduct end of year reviews and set future goals as per company strategy
WHAT YOU NEED TO SUCCEED
• Bachelor's degree, minimum 3 years related Support Delivery Management
experience preferred, Customer Success or Sales Management experience a plus.
• Excellent knowledge of Premium Support program, support policies and procedures
• Motivate team performance and morale, customer retention and growth regionally and
WW
• Willingness and ability to travel if needed (
• Effective leadership through organizational change
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.
Salary Range: $92,320 - $138,480; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
