Principal Premium Enterprise Support Manager

In this role, you will act as an Enterprise Support Manager (ESM) on our customers' complex software environments and provide technical support to customers who are developing their solutions. You will be a product evangelist and prepare collateral as needed to present best practices for the use of the OpenText line of software products to ensure customer success. The ideal candidate would enjoy being an expert on a broad range of topics, be creative, and find solving problems to be rewarding.

Location: Saudi Arabia

Responsibilities:

• Work with your customer’s team to assist with the non-technical aspects of their support experience.
• Act as your customer’s ambassador, leveraging worldwide support resources to ensure delivery success.
• Visit your customer’s site and build relationships with their team.
• Gain an understanding of your customer’s product implementations and business priorities to improve the support delivered to them.
• On-board and train your customer’s staff to ensure they get the most out of their support resources and tools.
• Navigate OpenText processes to ensure escalations happen quickly, and solutions to requests are handled in a timely manner.
• Provide Quarterly Business Reviews (QBRs) with case reporting and KPI trending. Responsible for analyzing trends in order to provide recommendations.
• Proactively monitor support cases and facilitate regular meetings to review status and ensure progress.
• Understand your customer’s business goals and desired outcomes.
• Facilitate meetings with R&D, product management, and customer support as needed to ensure potential issues with our software are addressed so the customer’s business goals are met.
• Travel to customers.

Requirements:

• Bachelor’s degree preferred or Associate degree holder (technical field) with 6 - 8 years working experience in related fields desired.
• In-depth knowledge of company and industry standards in one or multiple of the following areas: Enterprise DevOps, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
• Thorough knowledge of company products and services offerings, company organization, competition, third-party products, and market trends.
• Strong team-building and leadership skills, with the ability to negotiate and resolve conflict.
• Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.