Enterprise Support Manager; ESM​/Service Account Manager; SAM

Open Text - The Information Company

Open Text 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 Open Text, 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.

Open Text 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 and dedicated 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 Open Text 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 Open Text 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 Open Text organization.

• 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 customers’ staff to ensure they get the most out of their support resources and tools.
• Navigate Open Text 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 analyzing 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 in alignment with the customer’s business goals.
• Assist Delivery leads and Sales colleagues with identifying and supporting upselling opportunities.
• Travel up to 15% of time.

• Bachelor’s degree preferred or associate degree holder (technical field) with 5-7 years of related experience desired.
• In-depth knowledge of company and industry standards in one or multiple of the following areas Enterprise Dev Ops, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
• Knowledge of Open Text 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, coordination 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.
• Spanish or French language is an asset.

Open Text's commitment to diversity and inclusion…