Manager, Premium Support

OpenText; Richmond Hill; On-site; CAD 92,000 - 138,000; Full time

Job summary

OpenText in Canada is seeking a Premium Support Delivery Manager to lead delivery and customer success for assigned Premium Support accounts across regional CMTs. You will oversee a team, mentor on escalations, and collaborate with Sales/BDM to uncover opportunities while aligning with governance and renewal goals.

You will partner with executives to drive service improvements, manage risk, and promote new offerings. Travel may be required to support customers across WW regions.

Qualifications

• Bachelor’s degree and at least 3 years of Premium Support Delivery Management experience.
• Customer Success or Sales Management experience is a plus.
• Knowledge of Premium Support programs and procedures.

Responsibilities

• Lead a team of Premium Support employees and delivery managers.
• Mentor team members in handling escalations and new requests.
• Identify and support new sales opportunities with Sales/BDM.
• Develop strong relationships with OT and customer stakeholders.
• Take ownership of service-improvement initiatives and reviews.

Skills

Team leadership

Customer Success

Sales management

Willingness to travel

Education

Bachelor’s degree

Job description

Opentext - The Information Company OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Opentext - The Information Company OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

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 (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.

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. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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.