Manager, IT​/Tech

Position: Manager, Premium Support
OPENTEXT - THE INFORMATION COMPANYOpenText 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 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.

YOUR IMPACTAs 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 / situations (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 strategyWHAT 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 (