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YOUR IMPACTThe Global Technical Support organization’s primary objective is to ensure the success of our customers and drive loyalty. Reporting to SVP Technical Support, this position is responsible for defining, leading and driving the Business Networks business within Global Technical Support and OpenText, creating and executing business strategies to meet organizational goals; to influence increased customer satisfaction and new business partnerships.
The VP, Technical Support, Business Networks must be responsible for making our customers successful, overseeing the operations of several Technical Support teams providing end-to-end technical support of the highest quality on OpenText products. Responsible for developing the team members, prioritizing and managing escalated and large accounts, building relationships with customers, and ensuring the OpenText Technical Support policies are followed. Leveraging available data to identify opportunities to optimize team performance, understand product usage patterns, and inform internal initiatives.
The right candidate will be a highly collaborative business partner focused on leading a team with relationships across the company, and will leverage these capabilities by fostering a positive, constructive culture within Technical Support.
This position requires strong people and business management skills and offers you an opportunity to work with a team of managers and agents supporting new and exciting technology, while working with the world’s top Fortune 500 companies.
WHAT THE ROLE OFFERS
- Ability to communicate complete information (verbal and written) in a clear concise manner; a creative thinker.
- Reimagine existing organizations into world class organizations setup for optimizations and efficiencies.
- Demanding excellence and questioning the status quo.
- Building high performance teams that will excel at follow the sun delivery.
- Ability to work in a matrixed environment, close partnership with our regional COE’s.
- Ability to work across multiple silos within the organization and lead cross functional teams to successful outcomes, including an ability to address complex situations into actionable plans.
- Providing direction to managers to meet schedules, business objectives and resolve challenges. Work collaboratively with team members to select methods and techniques for obtaining or recommending solutions.
- Collaborating with peers, supervisors, customers and/or functional peer group managers, involving matters between functional areas, or customers and the company. Often leading a cross functional team effort to produce a cooperative result.
- Coaching Technical Support Managers and team members
- Partnering with Human Resource to ensure such activities as hiring, performance management, and training are performed well and create a culture of constant improvement and recognition.
- Working across functions on any (potential) problems within the OpenText Technical Support team, providing recommendations towards solutions.
- Managing metrics including SLOs, KPIs and MBOs; productivity, staffing plans and work scheduling to drive improving support and product quality for our customers.
- Presenting and communicating both within OpenText and to customers.
- Managing customer relations for critical issues and problems that are escalated to your attention. This includes developing action plans, informing customers of the plans and keeping customers appraised of the progress.
- Looking at ways to innovate and identify areas of improvement in the process and/or tools used.
- Providing leadership and facilitating open communication between Technical Support Managers and Support Agents within the Support Organization and other departments within OpenText.
WHAT YOU NEED TOSUCCEED
- Ability to interact with people and adjust your communication style based on their individual needs.
- Challenge historical norms to advance the organization forward.
- Ability to partner with cross functional teams to align on role accountability.
- Ability to navigate difficult conversations with customers.
- You won’t be satisfied until customers are satisfied.
- Strong focus on continuous improvement and career progression.
- The desire to drive a team that contributes by promoting a positive team environment and team growth.
- A track record of good judgment and decision-making
- 15+ years in a senior technical leadership position, including subordinate managers.
- Relevant managerial experience in an Enterprise support environment.
- Highly developed professional/technical skills are needed to perform the job.
- Strong team building skills.
- Previous experience interfacing with customers in a support capacity.
- Previous experience managing C-level escalation situations.
- Excellent communication skills: both written and verbal.
- Excellent interpersonal& presentation skills.
- A passion for providing quality customer service and technical support.
- Positive attitude, patience, understanding, dedication, and commitment.
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. Join us in shaping the future of content management solutions. Apply now and be part of our exciting journey at OpenText!
OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in ourEqual Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
