OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
OPENTEXT - LA COMPAÑÍA DE LA INFORMACIÓN
Como la Compañía de la Información, nuestra misión en OpenText es crear soluciones de software y ofrecer servicios que redefinan el futuro de lo digital. Forme parte de un equipo ganador que lidera la gestión de la información empresarial.
Your Impact:
OpenText is seeking highly qualified candidates to join the Premium Support Team as an Enterprise Support Manager (ESM)/Service Account Manager (SAM)! We are looking for motivated, passionate and talented professionals with a focus on customer success. In this role, you will act as a named support expert that learns and understands the customers business, helps them optimize even the most complex hybrid software environments and resolve issues quickly as they arise. Providing non-technical support advisory and advocacy services, while coordinating support delivery towards their business goals. As an ESM/SAM you will build strong relationships with designated technical and management contacts at your assigned customers, as well as with internal OpenText teams such as Product Management and R&D.
In addition, you will ensure customers receive the highest level of business value and are satisfied with the products and services they have purchased from OpenText ensuring retention, loyalty, and account growth.
The overall objective of the Enterprise Support Manager (ESM)/Service Account Manager (SAM) is to deliver experiences that customers want to have again – to earn the right to customer driven growth. This is achieved by building trust, focusing on customer value and success, building and enabling alignment across the OpenText organization. This position requires written and verbal fluency in both English and Spanish.
What the role offers:
• Work with your customer’s team to assist with the non-technical aspects of their support experience.
• Act as your customer’s ambassador, leveraging worldwide support resources to ensure delivery success.
• Visit your customer’s site and build relationships with their team.
• Gain an understanding of your customer’s product implementations and business priorities to improve the support delivered to them.
• On-board and train your customer’s staff to ensure they get the most out of their support resources and tools.
• Navigate OpenText processes to ensure timely and quality escalation management, and solutions to requests are handled in a timely manner.
• Provide Quarterly Business Reviews (QBRs) with case reporting and KPI trending.
• Responsible for analysing trends in order to provide recommendations.
• Proactively monitor support cases, and facilitate regular meetings to review status and ensure progress
• Facilitate meetings with R&D, product management and customer support as needed to ensure potential issues with our software are addressed ad in alignment with the customer’s business goals.
• Assist Delivery leads and Sales colleagues with identifying and supporting upsell opportunities.
• Travel up to 15% of time
What you need to succeed:
• Bachelor’s degree preferred or Associate degree holder (technical field) with 5 - 7 years working experience in related fields desired.
• In-depth knowledge of company and industry standard in one or multiple of the following areas Enterprise DevOps, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
• Knowledge of OpenText products and services offerings, company organization, competition, third party products and market trends.
• Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict.
• Great communication, co-ordination and collaboration skills, in conjunction with the ability to navigate complex, matrixed organizations.
• Highly organized with the ability to manage complex schedules in a global organization.
• Portuguese language is an asset.
• English language proficiency (Written and Verbal)
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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Los esfuerzos de OpenText para construir un entorno de trabajo inclusivo van más allá del simple cumplimiento de las leyes aplicables. Nuestra Política de Igualdad y Diversidad en el Empleo proporciona directrices para mantener un entorno de trabajo que incluya a todos, independientemente de su cultura, origen nacional, raza, color, sexo, identificación de género, orientación sexual, situación familiar, edad, condición de veterano, discapacidad, religión u otros motivos protegidos por las leyes aplicables.
Si necesita asistencia y/o un ajuste razonable debido a una discapacidad durante el proceso de solicitud o contratación, póngase en contacto con nosotros en hr@opentext.com.Nuestro enfoque proactivo fomenta la colaboración, la innovación y el crecimiento personal, enriqueciendo el vibrante lugar de trabajo de OpenText.