Description:
Our Sr. Manager, Customer Support position offers you an opportunity to oversee the operations of some of the Support teams, supporting OpenText Enterprise products for supporting Global customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Our strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.
You are great at:
- Representing OpenText acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
- Direct responsibility to oversee the operations of the Customer Support team. This encompasses time management, issue prioritization, and policy compliance.
- Deliver a customer centered philosophy. Mentor Customer Support team members.
- Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
- Develop standard operating procedures for the Open Text Customer Support team.
- Mentor the Customer Support Managers.
- Directs work efforts of subordinate managers.
- Participate in Human Resource activities such as hiring, performance management, training, etc.
- To keep the Senior Management of North American Customer Support advised of all problems and potential problems within the Open Text Customer Support team and make recommendations towards finding solutions.
- To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text.
- Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.