Premium Enterprise Support Manager (Account Service Manager)

OPENTEXT - THE INFORMATION COMPANY

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.

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

Join our Premium Support team in Sofia, Bulgaria, as an Enterprise Support Manager (ESM)/Service Account Manager (SAM).  In this role, you will act as an Enterprise Support Manager (ESM)/Service Account Manager (SAM) on our clients complex software environments and provide technical support to clients who are developing their solutions. You will be a product evangelist and prepare collateral as needed to present best practices for use of the OpenText line of software products to ensure client success. In addition, you will ensure clients get the highest level of business value and are satisfied with the products and services they receive from us with a focus on promoting retention, loyalty, and account growth.

What the role offers

• Work with your client’s team to assist with the non-technical aspects of their support experience.
• Act as your client’s ambassador, leveraging worldwide support resources to ensure delivery success.
• Visit your clients’ site and build relationships with their team.
• Gain an understanding of your client's product implementations and business priorities to improve the support delivered to them.
• On-board and train your client’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 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
• Understand your customer’s business goals and desired outcomes.
• Facilitate meetings with R&D, product management and customer support as needed to ensure potential issues with our software are addressed so the customer’s business goals are met.

What you need to succeed 

• Bachelor’s degree preferred or Associate degree holder (technical field) with extensive working experience in related fields desired.
• Excellent communication skills in English (written and verbal)
• In-depth knowledge of company and industry standard in one or multiple of the following areas Enterprise DevOps, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Strong teambuilding and leadership skills, with the ability to negotiate and resolve conflict.
• Great communication, co-ordination and collaboration skills, and ability to navigate complex, matrixed organizations. #LI-Onsite

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.