Director, Cloud Support

OPENTEXT 
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.

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The opportunity:

Want to work with 85% of the world’s top brands and more than 100,000+ customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you’ll face new challenges and opportunities when working in our fun & collaborative atmosphere.

For more than three decades, OpenText™ has produced innovative online solutions that change the way organizations conduct their business and the way people gather, store, and use information. Our Enterprise Information Management (EIM) technology is leading the industry. We have earned the trust of the world’s top Fortune 500 companies and helped these organizations flourish, lower costs, reduce information governance and security related risks and support their digital transformation.

Our Director, Cloud Support Japan position offers you an opportunity to learn exciting technologies which would enable you to support our 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 technical inquiries within the Cloud space specific to some of OpenText software solutions
• Direct responsibility to oversee the operations of the Coud Support team in Japan. This encompasses time management, issue prioritization, and policy compliance
• Working with Cloud customers and driving proactive support solutions. Focused on avoiding problems before they happen
• Deliver a customer centered philosophy and culture
• Mentor Customer Support team members both in office and remote
• 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
• Participate in Human Resource activities such as hiring, performance management, training, employee professional development and employee retention etc.
• Identify and facilitate training programs which will improve product knowledge, technical skills, and customer handling skills of team members
• Design, develop and implement processes, systems, and technology to operationalize and improve the technical support function
• Define, track, improve operational metrics, provide in-depth analysis, and conduct business reviews for managing effective technical support operations
• Maintain cross-functional influence by partnering with Product, Engineering, Customer Success and Cloud Service enablement teams, to feed Product Intelligence and Customer Intelligence insights
• To keep informed the Senior Management of all the regions for which your team is responsible for, advised of all problems and potential problems within the Open Text Customer Support team
• Growth and Innovative mindset to make recommendations towards finding creative solutions
• To provide leadership and facilitate open communication between Product Specialists within the group and other departments within OpenText
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed
• Multitasker with willingness to 'roll up sleeves' and do whatever it takes to achieve desired results
• Take on additional responsibilities partnering with peers on Cloud business space, FL managers to drive Good to Great Journey of Customer Support maintaining our strong position
• Work towards improving employee experience to maintain our strong position on EX which is reflecting in the Annual Employee Pulse Survey

What it takes:

• 15+ Years of experience working within a technically focused position with minimum 5-7 Years of full-time people management experience. Highly developed professional/technical skills are needed to perform the job
• Educational Qualification: Bachelor’s degree or equivalent in relevant discipline
• Familiarity with CRM or incident tracking and management systems like ITSM, ServiceNow, Salesforce, JIRA etc.
• Strong team building skills and previous experience leading technical teams in the Cloud space
• Create, organize, and communicate cloud support strategies well in advance by partnering with global peers
• Previous experience interfacing with customers in a support capacity
• Excellent communication skills, written and verbal
• Familiar with Change control & Major Incident process
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment

• As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required. This results into person willing to work shifts
• This role may be required to directly manage high tech technical specialists providing software support on OpenText Products

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of sex, national origin, disability, or race.

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.