Principal Critical Escalations Manager

Ref#: 20361

Function: Technical Support

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. #LI-POST

The opportunity:

As a valued member of our Customer Success team, the Principal Critical Escalations Manager engages with customers and OpenText employees to resolve critical customer issues utilizing our Red/Yellow process. Our Critical Escalations Managers have a wide-range of technical, project management, and communication skills. You will work within a team-oriented environment and join a group that is highly valued and respected within the company as well as with their customers.

You are great at:

•You will serve as the point of executive escalation, engaging with customers and determining what is required to resolve any critical issues they may be facing, and, interacting with multiple teams both internally and externally to ensure the escalation is resolved successfully
•You possess the ability to establish rapport, trust and confidence with customer, OpenText teams and peers and communicate to Senior and Executive level players at OpenText and the customer
•You have the ability to speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques in a challenging environment
•You evaluate all possible options, develop action plans, and recommend a best path forward
•You will work in a highly cooperative team environment to ensure appropriate coverage of all task assigned to the team
•You are skilled at understanding and setting customer expectations appropriately

What it takes:

•Minimum of 3-5 years of experience with Enterprise Level Customers in a technical support environment
•Ability to build and manage strong customer relationships, both internal and external
•Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task
•Ability to work closely with direct and remote team members
•Strong focus on customer satisfaction, process development and improvement
•Ability to effectively influence cross-functionally and make decisions
•Excellent written and verbal communication skills.
•Program/Project Management and/or ITIL credentials are a 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

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