Enterprise Support/Service Account Manager (ESM/SAM) - Premium Support

OpenText; Waterloo; On-site; CAD 80,000 - 120,000; Full time

Job summary

OpenText is seeking an Enterprise Support Manager to join the Premium Support Team. In this role, you will support customers in optimizing complex software environments, resolve issues, and ensure customer satisfaction. You'll build strong relationships while driving account growth and delivering high business value for customers. Ideal candidates will have a bachelor's degree and 5-7 years of relevant experience, along with strong communication and leadership skills.

Qualifications

• 5 - 7 years working experience in related fields.
• In-depth knowledge in Enterprise DevOps and Hybrid IT Management.
• Spanish and French language is an asset.

Responsibilities

• Provide non-technical support advisory and advocacy services.
• Build relationships with customer teams.
• Ensure timely escalation management and solutions.

Skills

Customer Success

Leadership

Communication

Collaboration

Negotiation

Education

Bachelor’s degree

Associate degree in a technical field

Job description

Hiring Manager: Joe Clark

Talent Acquisition Advisor: Kiel Petty

Job Code Level: TEP4

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Your Impact:

OpenText is seeking highly qualified candidates to join the Premium Support Team as an Enterprise Support Manager (ESM)/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 Enterprise Support Manager (ESM)/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 customer’s 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 analysing 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 ad in alignment with the customer’s business goals.
• Assist Delivery leads and Sales colleagues with identifying and supporting upsell 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 standard 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 and French language is an asset.

One last thing:

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR.Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.