Manager, Premium Support (Bilingual - Spanish)

OpenText; Waterloo; On-site; CAD 70,000 - 90,000; Full time

Job summary

OpenText is seeking a Support Manager to oversee customer delivery and ensure renewal of services at premium accounts. The successful candidate will lead a support team, fostering strong communication and team morale while managing escalations and identifying sales opportunities.

Qualifications

• 2-4 years related support management experience, sales support experience preferred.
• Excellent knowledge of Premium Support program, support policies and procedures.

Responsibilities

• Manage customer delivery and success at assigned Premium Support accounts.
• Lead a team responsible for providing high levels of technical support and customer satisfaction.
• Monitor team performance and manage complaints related to their direct reports.

Skills

Communication

Leadership

People Management

Technical Support Knowledge

Education

Bachelor’s degree or equivalent experience

Job description

Hiring Manager: Joe Clark

Talent Acquisition Advisor: Olu Adeyeye

Job Code Level: 0

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YOUR IMPACT:
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.

WHAT THE ROLE ENTAILS:

• 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,

WHAT YOU NEED TO SUCCEED:

• 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

IMPACT/SCOPE

• Motivate team performance and morale, customer retention and growth within region.
• Willingness and ability to travel if needed (<10%)

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.