Enterprise Support/Service Account Manager (ESM/SAM) - Premium Support

at  OpenText

Hiring Manager: Joe Clark
Talent Acquisition Advisor: Kiel Petty
Job Code Level: TEP4
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OpenText is seeking highly qualified candidates to join the Premium Support Team as an Enterprise Support Manager (ESM)/Service Account Manager (SAM)! We are looking for motivated, passionate and talented professionals with a focus on customer success. In this role, you will act as a named and dedicated support expert that learns and understands the customers business, helps them optimize even the most complex hybrid software environments and resolve issues quickly as they arise. Providing non-technical support advisory and advocacy services, while coordinating support delivery towards their business goals. As an ESM/SAM you will build strong relationships with designated technical and management contacts at your assigned customers, as well as with internal OpenText teams such as Product Management and R
In addition, you will ensure customers receive the highest level of business value and are satisfied with the products and services they have purchased from OpenText ensuring retention, loyalty, and account growth.
The overall objective of the Enterprise Support Manager (ESM)/Service Account Manager (SAM) is to deliver experiences that customers want to have again – to earn the right to customer driven growth. This is achieved by building trust, focusing on customer value and success, building and enabling alignment across the OpenText organization.

• 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 timely and quality escalation management, and solutions to requests are handled in a timely manner.
• Provide Quarterly Business Reviews (QBRs) with case reporting and KPI trending.
• Responsible for analysing trends in order to provide recommendations.
• Proactively monitor support cases, and facilitate regular meetings to review status and ensure progress
• Facilitate meetings with R, product management and customer support as needed to ensure potential issues with our software are addressed ad in alignment with the customer’s business goals.
• Assist Delivery leads and Sales colleagues with identifying and supporting upsell opportunities.
• Travel up to 15% of time