Implementation Specialist, Customer Experience

Ref#: 21512

Function: Technical Support

Location: Canada, ON, Waterloo

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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:

Every OpenText employee is focused on improving the experience for our customers. The Customer Experience Team uses customer feedback to identify customer pain points, then advocates for and drives change across all touchpoints to improve customer experience.

As part of the Customer Experience team, the Implementation Specialist-Customer Experience role combines business and technology skills with strong leadership, communication, negotiation, facilitation, and presentation skills. The candidate will be responsible for developing, validating, and implementing new VoC processes and procedures across multiple customer touch points. Partnering with the business, you will be responsible to track and explain customer experience ratings scores, customer feedback and sentiments, key drivers, and other relevant key performance indicators.

You are great at:

•Developing detailed work plans, schedules, project estimates, resource plans, budgets, and status reports.
•Conducting project meetings and being accountable for project deliverables.
•Managing vendor tasks and tracking and reviewing vendor deliverables to ensure project deadlines are met.
•Recommending and taking action to direct the analysis of and solution to problems.
•Providing visibility to project impediments/risks and help eliminate them.
•Segmenting projects into measurable milestones.
•Ensuring projects meet business goals and deliver a positive outcomes for NPS/Satisfaction scores.
•Facilitating project meetings and retrospectives.

What it takes:

•3+ years experience in customer experience role
•Cross-team experience working with developers, project managers, and designers
•Experience gathering quantitative and qualitative data, summarizing, and presenting the high level points to a larger audience
•Experience recognizing process pain points and building plans with creative ways to solve them
•Experience developing and instituting new processes
•Excellent written and verbal communications skills
•Demonstrated ability for managing priorities in a fast-paced environment
•Highly organized individual with great attention to detail
•Excellent time management skills
•Experience with SQL scripting is an added plus

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 accommodationrequests@opentext.com.

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