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Sr. Director, Premium Support

3 months ago

Waterloo, Canada OpenText Full time

OPENTEXT
OpenText 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.

The Opportunity:

The Customer Support organization is pivotal in ensuring the success of our customers and driving loyalty, which directly impacts revenue generation. As the Sr. Director, Premium Support, reporting to the Senior Vice-President, Renewals and Premium Support, you will be instrumental in shaping and executing strategies that not only enhance customer satisfaction but also drive new business opportunities and revenue growth for OpenText.

You will oversee the operations of a global Premium Support team, delivering top-tier technical support for OpenText products. Your role will involve leading initiatives that increase customer retention, drive upsell opportunities, and forge new business partnerships. By leveraging data to optimize team performance, understanding product usage patterns, and guiding internal strategies, you will play a crucial role in achieving both customer and financial success.

The ideal candidate will excel in building cross-functional relationships, driving revenue-focused strategies, and fostering a culture of continuous improvement within the Customer Support organization.

You are great at:

  • Revenue Growth: Develop and execute strategies to expand growth of the Premium Support program, and leverage customer support interactions as a revenue-generating channel. Identify and capitalize on upsell and cross-sell opportunities during support interactions.
  • Strategic Leadership: Define and lead business strategies to meet organizational revenue goals. Influence customer satisfaction to drive long-term business partnerships and recurring revenue streams.
  • Team Development: Lead and mentor a team of Premium Support Managers and Engineers to enhance performance and drive growth.
  • Customer Engagement: Build and maintain strong relationships with key customers to ensure high levels of satisfaction and explore opportunities for expanding service contracts and premium support options.
  • Performance Metrics: Manage and optimize metrics related to revenue generation and delivery. Implement strategies to improve productivity, staffing plans, and work scheduling to support goals.
  • Innovation: Explore and implement innovative approaches to enhance support services, streamline processes, and introduce new revenue streams.
  • Escalation Management: Handle high-priority escalations and critical customer issues, developing action plans. Communicate these plans effectively to customers and internal teams.
  • Cross-Functional Collaboration: Work closely with other departments to align support strategies with overall business objectives, ensuring that support initiatives contribute to broader goals.
  • Continuous Improvement: Identify and implement improvements in support processes and tools to enhance efficiency and effectiveness.

What It Takes:

To be successful at OpenText in this role, you should possess:

  • Revenue Focus: A strong track record of driving revenue growth through customer support interactions, including upsell and cross-sell.
  • Customer-Centric Approach: A commitment to ensuring customer satisfaction while identifying and acting on opportunities to generate additional revenue.
  • Strategic Mindset: The ability to develop and execute strategies that align customer support with revenue growth objectives.
  • Leadership Skills: Proven experience in leading teams, managing senior-level escalations, and fostering a positive and high-performance culture.
  • Innovation: A passion for finding innovative solutions to improve support services and create new opportunities.

Skills & Experience:

  • 10+ years of experience in Enterprise-level Support or revenue-generating teams.
  • 8+ years in a senior leadership role, managing subordinate managers.
  • Demonstrated experience in driving revenue through customer support initiatives.
  • Strong team building and leadership skills, with a focus on revenue impact.
  • Previous experience in managing C-level escalation situations and leveraging them to drive business growth.
  • Excellent English communication skills (both written and verbal). Additional languages are a plus.
  • A Bachelor’s or master’s degree in science, Technology, Engineering, or related fields preferred.
  • Experience in leading global teams and engaging with clients internationally.

This role offers an exciting opportunity to impact OpenText's revenue growth while working with top Fortune 500 companies and driving the success of cutting-edge technology solutions.

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.

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