Manager, Global Partner Desk

Ref#: 18842

Function: Marketing

Location: Canada, ON, Waterloo

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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 OpenText Global Partner Program (GPP) Team are looking for a Manager for the Global Partner Desk to remotely manage and support the Partner Desk team. The Manager supports regional team members as they ensure governance and execution of the OpenText Global Partner Program globally. The role involves regular touch base meetings and reviews with employees, executing and communicating program changes and process enhancements, and coordinating with other internal stakeholders to effectively manage contractual requirements and program compliance of the GPP’s entire partner ecosystem.

You are great at:

- Providing support and guidance to the Partner Desk team members as they fulfill their job functions. Involves providing advice, handling escalations, and identifying areas of concern to bring to management for review
- Ensuring that Partner Desk team members are completing the annual review process correctly and on time; leveraging SFDC dashboards to track progress
- Setting annual team and induvial goals and tracking progress throughout the year; performing regular performance reviews and progress check-ins
- Maintaining process documents and instructions for the Partner Desk team (i.e. Renewal and Termination processes)
- Assisting with inquiries to the Partner Inbox where other team members are unable to assist
- Supporting Partner Contracts team in maintaining up to date SFDC partner and contact records
- Promoting and coaching partners and Partner Account Managers on GPP tools, resources and enablement offerings
- Promoting and coaching partners and Partner Account Managers on GPP compliance-related and contractual requirements
- Escalation handling on behalf of partners
- Assisting Partner Marketing with event sponsorship promotion and securing funding.
- Identifying opportunities to increase Partner Desk team productivity
- Holding regular individual and team meetings

What it takes:

- Experience with contract administration
- Strong program and project management skills
- Good understanding of OpenText product and solutions offering
- Must thrive on helping customers and partners succeed
- Passion for customer service and excellence
- Fast, willing and inquisitive learner
- Able to think and communicate conceptually, strategically and tactically
- Strong communication and telephone skills with experience working directly with executives
- Ability to manage and prioritize many initiatives and deliverables concurrently
- Global experience in a high-tech, constantly changing environments
- Ability to work as part of a virtual, global team
- Bachelor’s degree or equivalent experience
- 3+ years in a management role or similar
- Experience in the IT industry - preferably within a large vendor, such as Oracle, Microsoft, SAP

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. If you require accommodation at any time during the recruitment process please email

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