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.

YOUR IMPACT:

We’re looking to welcome an Enterprise Support Manager (ESM)/Support Account Manager (SAM). Premium Support is part of the Customer Support organization and we are looking for motivated, passionate, and talented support professionals to join our EMEA team. We’re a strong, vibrant cross-site team that helps OpenText Customers by providing named and dedicated support experts who understand the customer’s business and help resolve support issues quickly if they arise.
An Enterprise Support Manager (ESM) is a non-technical role focused on technical support account management. You will act as the customers’ primary contact and advocate for all technical support management issues and will gain an in-depth understanding of the customer’s business and technical support requirements. The overall objective of the ESM is to ensure customers receive the highest level of personalized support to ensure they are successful and gain maximum value from their OpenText solutions. This is achieved by building trust, focusing on value, and going the extra mile to ensure customer satisfaction.

• 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 customer’s staff to ensure they get the most out of their support resources and tools.
• Navigate OpenText processes to ensure escalations happen quickly, and solutions to requests are handled promptly.
• Provide Quarterly Business Reviews (QBRs) with case reporting and KPI trending. Responsible for analyzing trends to provide recommendations.
• Proactively monitor support cases, and facilitate regular meetings to review status and ensure progress.
• Understand your customer’s business goals and desired outcomes.
• Facilitate meetings with R, product management, and customer support as needed to ensure potential issues with our software are addressed so the customer’s business goals are met.
• Travel to customers.