Lead Customer Advocate- Mission Control Center

OpenText; Waterloo; On-site; CAD 80,000 - 100,000; Full time

Job summary

Join OpenText as a Lead Customer Advocate, where you will be pivotal in resolving customer escalations in a high-pressure environment. Your expertise will aid in representing customer needs across technical and executive audiences while ensuring collaborations translate into successful outcomes. If you excel in problem-solving and communication, this role in the Mission Control Center is for you.

Qualifications

• Minimum of 3-5 years of experience with enterprise-level customers in technical support.
• Demonstrated ability to manage high-pressure customer situations with professionalism.
• Strong verbal and written communication skills tailored for technical and executive audiences.

Responsibilities

• Serves as the primary escalation point for high-severity incidents.
• Aligns expectations and oversees resolution processes with customers and internal teams.
• Establishes credibility and rapport with stakeholders.

Skills

Problem-solving

Conflict resolution

Analytical thinking

Communication skills

Interpersonal skills

Education

Technical support experience

Project Management (PMP) or ITIL certification

Job description

Hiring Manager: David Williams

Talent Acquisition Advisor: Laura DeLuca

Job Code Level: TEP4

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THE OPPORTUNITY

As a key member of the OpenText Mission Control Center (MCC), the Lead Customer Advocate plays a pivotal role in resolving our most critical customer escalations. This role requires a unique blend of problem-solving, cross-functional coordination, executive communication, and customer relationship management.

You will serve as the central coordinator, aligning internal teams, managing complex communication streams, and working directly with customers to define priorities and agree on success criteria. Your ability to lead through pressure, drive resolution, and represent the customer's voice across technical and executive audiences will be essential to protecting customer trust and delivering business outcomes.

YOUR IMPACT

• Working closely with customers to prioritize issues, align expectations, and gain agreement on success criteria for resolution
• Advocating for the customer by ensuring their voice, priorities, and expectations are represented in every step of the resolution process
• Serving as the primary escalation point for high-severity incidents, working directly with customer executives and internal leaders to coordinate rapid resolution
• Establishing rapport and credibility with both technical and executive stakeholders, internally and externally
• Communicating clearly and confidently under pressure, providing timely updates and actionable insights across audiences
• Navigating complex customer environments and internal structures to identify resolution paths and drive alignment
• Setting and managing expectations with empathy and authority, even in high-stress or escalated environments
• Contributing to a collaborative team culture that emphasizes shared accountability and customer success

WHAT YOU NEED TO SUCCEED

• Minimum of 3-5 years of experience with enterprise-level customers in a technical support or escalation management role
• Demonstrated ability to manage high-pressure, high-stakes customer situations with professionalism, focus, and resilience
• Strong conflict resolution skills and the ability to de-escalate challenging scenarios
• Exceptional organizational and time management skills to manage multiple concurrent escalations
• Outstanding verbal and written communication skills tailored for both technical and executive audiences
• Strong analytical thinking and proactive problem-solving abilities
• Proven ability to lead complex customer issue resolution with minimal guidance
• Strong interpersonal skills and executive presence
• Skilled in influencing cross-functional teams and driving decisions in high-pressure environments
• Excellent verbal and written communication skills
• Familiarity with OpenText products and services is an asset
• Project Management (PMP) or ITIL certifications is a plus

About OpenText Mission Control Center

The Mission Control Center (MCC) operates with one principle: in customer mission-critical moments, failure is not an option. It is a global, cross-functional organization that supports the entire OpenText product portfolio and engages during the most complex, high-impact customer escalations.

MCC is built on a three-pillar strategy to ensure customer success:

• We protect customers by coordinating internal resources, advocating on their behalf, ensuring transparent communication, and driving resolution when the stakes are highest.
• We prevent future risk by proactively monitoring high-risk lifecycle events and identifying early signals of critical issues.
• We improve by analyzing incident and escalation trends and feeding insights back into OpenText’s products and processes for lasting change.

ONE LAST THING
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

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.