Manager, Premium Support

OpenText

  • Cork
  • Permanent
  • Full-time
  • 6 days ago
OPENTEXT - THE INFORMATION COMPANYOpenText 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.AI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.Your Impact:As a Manager, Premium Support, you will manage customer delivery and success at assigned Premium Support accounts within a defined sub-regional or BU portfolio(s), with the view of ensuring renewal of all products and services. You will manage a team of Premium Support employees in their day-to-day support activities towards this goal, providing effective leadership and mentoring within the team through strong communication and action.You will have the opportunity to work with the wider Premium Support management team, BDM and Sales Reps to identify and support new and upsell sales opportunities.What the role offers:
  • Oversee account assignments, customer requirements, and renewal progress.
  • Lead team in delivering high-quality technical support and customer satisfaction.
  • Maintain team morale, motivation, and regular check-ins.
  • Mentor team on escalations and new customer situations.
  • Collaborate with CMT Manager and Sales/BDM on sales opportunities and forecasts.
  • Support team development aligned to customer, company, and personal needs.
  • Conduct performance reviews, set goals, and monitor results.
  • Manage complaints, corrective actions, and performance issues.
  • Ensure clear communication between management and team.
What you need to succeed:
  • Bachelor’s degree or equivalent, and leadership experience.
  • Strong knowledge of Premium Support program, policies, and procedures.
  • Effective communicator with proven people management skills.
  • Demonstrated leadership during organizational change.
  • Ability to motivate team performance, morale, and customer retention/growth.
  • Willingness to travel up to 10%.
One Last Thing:OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

OpenText