Sr. Program Manager (Contracts)

OPENTEXT - THE INFORMATION COMPANY

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:

The Sr Program Manager guides and manages the overall provision of customer support services, inquiries, and escalations in accordance with the Enterprise License Agreement (ELA) for the applicable customer.  The major areas involved are:

• Service Level Agreement (SLA) management;
• Oversight of the ELA requirements and delivery;
• Develop and maintain procedural documents;
• Support/issue escalations;
• Point of contact between AEs/Customers and Technical Services/Support teams
• Fulfilling customer reporting requests
• Main point of contact for customer Program team

The Sr Program Manager resolves difficult issues regarding customer inquiries/concerns related to support matters and maintains solid customer relationships by handling their questions and concerns with speed and professionalism.

The Sr Program Manager provides management of the Service Level Agreements (SLA) for the Enterprise ELA.  SLA Management includes prioritizing customer issues for R&D review meetings and scheduling of fixes; monitoring the SLA for tickets/bugs and escalating to Support/Dev as needed; acting as an advocate for customer with Support and R&D; and the central point of contact for customer on SLA activities.

The Sr Program Manager provides operational management of the ELA.  Operational management includes overseeing the delivery of contractual requirements. It also includes acting as the liaison between Product Management and R&D on software requirements for contractual delivery; developing and maintaining SLA procedural documents and reporting requirements.  The Sr Program Manager is the dedicated OT Representative who assists with developing meeting agendas and scheduling OT resources for presentations and action item responses. 

The Sr Program Manager attends customer bi-weekly meeting; and is the single point of contact for escalation of support issues for the customer.  Support escalation management includes the escalation of support issues for all the customer as requested by Account Execs/Management and acting as the main contact for Support/R&D regarding escalations of customer related issues.

The Sr Program Manager oversees the internal process for provisioning Licenses as they are requested.  Providing guidance and approval of license requests as needed.

Primary Objectives:

• Customer satisfaction and maintaining customer relationships.
• Enterprise support contract compliance.
• Development of a Customer Care program that delivers consistent and reliable results to foster continued and additional business.

You are great at:

• Building strong client and partner relationships across management levels

• Managing customer needs and expectations related to on-going initiatives, including coordination of technical support efforts.

• Leading proactively with customers, sales, service and support teams.

• Efficient and effective problem solving, with a focus on customer experience, satisfaction, and retention

What it takes:

• Excellent communication and presentation skills in English (and Canadian French a bonus) (both written and spoken) and strong listening skills

• Comfortable dealing with complex business and technical problems. Solid issue and escalation management skills.

• Detail oriented, proactive individual with excellent organizational and time management skills and the ability to work effectively in cross-functional teams

• Confident self-starter that is highly motivated, creative and flexible, and is passionate about customer success.

• Good overall knowledge of technology and ECM environment

• Proven network with experience in working with the target group

• Demonstrated ability to interface persuasively with C level executives and members of leadership teams

• Willingness to take on ad hoc responsibilities

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.