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Corporate Data Management Director
2 months ago
At OpenText, we're seeking a seasoned professional to lead our Premium Support team. As a Director of Premium Support, you'll be responsible for driving revenue growth, building strong relationships with customers, and fostering a culture of continuous improvement.
Key Responsibilities:- Revenue Growth: Develop and execute strategies to expand the Premium Support program, leveraging customer support interactions as a revenue-generating channel.
- 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, implementing 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 and communicating them 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.
- 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.
