As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
Who we are
OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to; drive faster decision making, improve agility, strengthen security policies, and increase ability to both exploit the opportunities and control the risks of enterprise information.
Opentext provides solutions across the entire range of core EIM capabilities – sophisticated, secure, high-value, and cost-effective – onsite, via mobile devices, private cloud, or in the cloud.
We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.
The opportunity
The Customer Support organizations primary objective is to ensure the success of our customers and drive loyalty. Reporting to the Vice President, Americas Technical Support, this position is responsible for defining, leading and driving the business within Technical Support and Opentext, creating and executing business strategies to meet organizational goals; to influence increased customer satisfaction and new business partnerships.
Overseeing the operations of several Customer Support teams supporting a variety of distinct products. Responsible for developing the team members, prioritizing and managing escalated and large accounts, building relationships with customers, and ensuring the Open Text Customer Support policies are followed. Leveraging available data to identify opportunities to maximize team performance, understand product usage patterns, and inform internal initiatives.
The right candidate will be a highly collaborative business partner focused on building relationships across the company, and will leverage these capabilities by fostering a positive, constructive culture within Customer Support.
You are great at:
Providing direction to managers to meet schedules, business objectives and resolve challenges. Work collaboratively with team members to select methods and techniques for obtaining or recommending solutions.
Devises and delegates assignments and goals to employees to meet business objectives and targets that are in line with organizational goals.
Collaboration with peers, supervisors, customers and/or functional peer group managers, involving matters between functional areas, or customers and the company. Often leading a cross functional team effort to produce a cooperative result. Delivers a customer centered philosophy. Coaches Customer Support Managers and team members Manages customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress. Partners with Human Resources to ensure such activities as hiring, performance management, and training are performed well and create a culture of constant improvement and recognition. To work with the Vice President, Americas Customer Support, on any problems or potential problems within the Open Text Customer Support team, providing recommendations towards solutions. To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.
What it Takes:
10+ years of total experience in Enterprise-level Technical Support 5+ years in a senior leadership position, including subordinate managers Proven team-building skills and ability to drive continuous improvement Experience managing C-level escalation situations Strong executive communication skills
Generally, works without consulting their manager.
Independent decisions are made daily.
Examples of typical decisions without manager consultation:
Approve methods to meet business objectives.
Create initiatives and delegate tasks to improve performance and results.
Recommend solutions to solve management challenges.
Typically has 6-10 direct reports.
Typically has a total staff of 51-100.
Typically has a geographic focus, but operates with a global mindset.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email [email protected]. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA) , Equal Employment Opportunity and Employee Polygraph Protection Act
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