indeed
Manager, Premium Support
OpenText
Richmond Hill, CAN
Mid-Senior
Onsite
$92,320 to $138,480.
Discovered 2 weeks ago
Premium Support programsTechnical support deliveryCustomer successSales managementTeam leadershipTechnical escalation management
Free
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Premium Support programsTechnical support deliveryCustomer success
Role Overview
The Premium Support Delivery Manager manages customer delivery and success for assigned accounts.
The role owns renewal risk, leads Premium Support teams, and supports customer growth opportunities.
Key Skills for This Role
Premium Support programsTechnical support deliveryCustomer successSales managementTeam leadershipTechnical escalation management
Full Job Posting
Role Overview
The Premium Support Delivery Manager manages customer delivery and success for assigned accounts.
The role owns renewal risk, leads Premium Support teams, and supports customer growth opportunities.
Responsibilities
- Manage assigned Premium Support accounts and renewal risk.
- Lead employees and delivery managers in daily support activities.
- Mentor team members handling technical escalations and customer requests.
- Partner with Sales and Business Development on new and upsell opportunities.
- Build relationships with senior internal and customer stakeholders.
- Lead service improvement initiatives and projects.
- Conduct year-end reviews and set future goals.
- Develop and promote new support offerings and routes to market.
Requirements
- A bachelor's degree is required by the posting.
- At least three years of related Support Delivery Management experience is preferred.
- Customer Success or Sales Management experience is an advantage.
- Excellent knowledge of Premium Support programs, policies, and procedures is required.
- Willingness and ability to travel when needed, generally less than 25%, is required.
- Effective leadership through organizational change is required.
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