Manager, Premium Support

OpenText; Southwestern Ontario; On-site; CAD 128,000 - 192,000; Full time

Job summary

OpenText is seeking a Premium Support Delivery Manager in Ontario to lead a delivery team, ensure customer success, and manage premium support accounts. You will collaborate with sales and leadership to identify upsell opportunities and drive program improvements.

The role requires a Bachelor’s degree with 3+ years in support delivery, strong leadership, and willingness to travel as needed. OpenText offers a dynamic, global environment and a focus on customer outcomes.

Qualifications

• Bachelor’s degree required; 3+ years in Premium Support Delivery.
• Experience in Customer Success or Sales Management is a plus.
• Strong leadership and mentoring skills.

Responsibilities

• Lead a team delivering premium support and customer success.
• Mentor team members in handling escalations.
• Collaborate with Sales/BDM to identify upsell opportunities.
• Build relationships with Director/VP level stakeholders.
• Drive service improvement initiatives and projects.

Skills

Leadership

Delivery Management

Customer Success

Team Mentoring

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.