VP, Cloud Technical Support Strategy & Programs

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

Reporting to the VP, Global Technical Support, the VP, Cloud Technical Support Strategy and Programs, is responsible for development, readiness, and execution of Technical Support programs for OpenText Cloud products. This role will focus on establishing and improving the processes and operational business models that will allow us to deliver a high-quality support experience, while also contributing to company financial goals.  This role requires operational expertise, customer focus, understanding of enterprise cloud models, strategic thinking, transformational leadership, ability to manage complex projects, and the ability to work collaboratively with cross functional teams and to drive customer satisfaction.

Drive Cloud first transformation for technical support – roles, process, data.  

What You're Great At:

• Responsible for enabling the OpenText global support organization to deliver high-quality technical support experiences for our CE and OT2 cloud products. 
• Partner with Product Engineering, Cloud Operations and Professional Services to develop support models for OpenText cloud products. (CE and OT2) Develop clear processes and guidelines leading to smooth execution cross function resulting in a low-effort customer experience.
• Engage with Sales and Product on custom services which require custom quotes - non-standard support terms and SLAs, new products or non-commercialized products or combinations, and non-standard sizing or deployment models. Ensure that delivery teams are prepared to deliver a great customer experience for custom deals. 
• Partner with GTS geography delivery teams to ensure delivery teams are able to support our cloud customers, by providing the necessary tools and processes.
• Accountable for global operational results delivered by geography teams – CSAT, Healthy Backlog and Organizational Productivity.  Lead global “get healthy” plans, provide automation, tools training, provide analysis and insight.  Utilize KPI’s to relentlessly drive service quality, thus impacting Customer Satisfaction and Retention.
• Manage executive customer escalations as required, bringing together functions from across OpenText to quickly resolve issues impacting our key customers. 
• Be an evangelist on service management by reinforcing best-practices and process excellence. 
• Lead with a “digital first” approach, for customer engagement and automated customer support experience.

What It Takes:

• 15 + years of experience leading technical support teams including leadership on a global scale and within the technology sector
• The  ability to work and communicate collaboratively within OpenText to create alignment within and across groups which is inclusive of sharing resources, ideas, practices or approaches with others to further the best interest of the company. 
• Demonstrated leadership by inspiring a clear and compelling vision of the future that generates excitement, enthusiasm, and commitment.  
• Challenges the status quo; encourages people to question existing methods, practices, and assumptions; supports people in their efforts to try new things
• Excellent relationship building skills and the ability to approach situations with an organizational and customer perspective 
• Strong executive presence with proven communication skills to interact credibly with C Suite leadership teams.
• Strong understanding of cloud software industry trends and best practices

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.