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Director, Digital Transformation Specialist

2 months ago

Kitchener, Ontario, Canada OpenText Full time
About the Role

We are seeking a highly skilled and experienced Transformation Director to join our team at OpenText. As a key member of our organization, you will play a critical role in shaping and executing strategies that drive business growth and customer satisfaction.

Key Responsibilities
  • Revenue Growth: Develop and execute strategies to expand the growth of our 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.
Requirements
  • 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.
  • Industry Expertise: 10+ years of experience in Enterprise-level Support or revenue-generating teams, with a strong understanding of the technology and business landscape.
  • Education: A Bachelor's or master's degree in science, Technology, Engineering, or related fields.