Premium Support Manager, OpenText

Bilingual, Spanish

$106.1-122k

Senior and Expert level

Austin

Boston

New York

Information management for enterprises

Open for applications

Information management for enterprises

1001+ employees

B2BArtificial IntelligenceEnterpriseBig dataContentMachine LearningSaaS

Open for applications

$106.1-122k

Senior and Expert level

Austin

Boston

New York

1001+ employees

B2BArtificial IntelligenceEnterpriseBig dataContentMachine LearningSaaS

Company mission

To enable intelligent and connected enterprises by managing, leveraging, securing and gaining insight into enterprise information, on-premises or in the cloud.

Job

Company

Role

Who you are

Excellent knowledge of Premium Support program, support policies and procedures
Good communication and people management skills, personable and natural relationship builder
Demonstrates effective leadership through organizational change
2-4 years related support management experience, sales support experience preferred
Bachelor’s degree or equivalent experience
Willingness and ability to travel if needed (<10%)

What the job involves

Manage customer delivery and success at assigned Premium Support accounts within a defined sub-regional CMT or BU portfolio(s), with the goal of ensuring renewal of all products and services
Manage a team of Premium Support employees in their day-to-day support 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 Sales Reps to identify and support new and upsell sales opportunities
Understand which accounts the team members are assigned to, their customers’ requirements and whether they are on-track to renew
Lead a team that is responsible for providing a high level of technical support and customer satisfaction to assigned Premium Support customers
Maintain regular contact with team members to ensure they are in good morale and motivated to do their best work for 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
Provide input into renewal and new business forecasts
Identify and help executing the development of the team members based on customer needs, company needs and/or personal development
Conduct end of year reviews and set future goals as per company strategy
Monitor team performance and act on corrective action plans (if needed)
Manage and resolve complaints related to their direct reports
Provide effective team communication and actions from upper management to employees and vice versa,
Motivate team performance and morale, customer retention and growth within region

Our take

Founded back in 1991, OpenText offers software applications that manage content or unstructured data for enterprises such as large companies, government agencies or professional service firms.

The company has continuously built out its product suite over the years, keeping pace with the changing market. For example, in 2023 it launched OpenText Aviator, a generative AI platform for business networks and IT operations.

As a recognised market leader, this 25+ year old company shows no signs of slowing down. As well as internal development, it also adds to its value through acquisitions, such as that of MicroFocus in 2023.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

21% employee growth in 12 months

Glassdoor (3.5)

Trustpilot (2.9)

Company

Company benefits

Education assistance
Wellness/fitness reimbursement
Time off to volunteer

Company HQ

Waterloo, ON

Leadership

Mark J. Barrenechea

(CEO & CTO)

Previously served as CEO and President of SGI and Rackable Systems, CTO for Computer Associates and Senior Vice President of Applications Development for Oracle.

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