Lead Customer Advocate

OpenText; Cambridge; On-site; GBP 50,000 - 70,000; Full time

Job summary

OpenText is seeking a Lead Customer Advocate to join the Mission Control Center team. This pivotal role requires expertise in managing customer escalations and ensuring high standards of communication and problem resolution. You will work cross-functionally and closely with clients to navigate complex situations, protecting customer trust and ensuring successful outcomes.

Qualifications

• 3-5 years of experience in technical support or escalation management.
• Ability to handle high-pressure customer situations.
• Familiarity with OpenText products is an asset.

Responsibilities

• Lead coordination for critical customer escalations.
• Advocate for customers and manage expectations.
• Work with internal teams to drive resolution.

Skills

Conflict resolution

Analytical thinking

Problem-solving

Communication

Organizational skills

Education

PMP certification

ITIL certification

Job description

OPENTEXT - THE INFORMATION COMPANY

Together, Carbonite and Webroot formthe SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world.We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

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're hiring talent that AI can't replace to help us shape the future of information management. Join us.

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.

What the role offers:

• 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

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 contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.