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Lead Service Account Manager

4 weeks ago

Johannesburg, South Africa Open Text Corporation Full time

**Lead Service Account Manager**:

- Req id: 40981- Johannesburg, GT, ZAMicro Focus (now OpenText) is one of the world’s largest enterprise software providers. We deliver mission-critical technology and supporting services that help thousands of customers worldwide manage core IT elements of their business so they can run and transform—at the same time.

**Your Impact**:
**What The Role Offers**:

- Assist customers with non-technical aspects of their support experience.
- Act as a customer ambassador, utilizing global support resources for successful delivery.
- Build relationships through site visits and understanding customer implementations and priorities.
- Onboard and train customer staff to maximize support resources and tools.
- Ensure timely handling of escalations and requests by navigating Micro Focus processes.
- Provide Quarterly Business Reviews (QBRs) with case reporting, KPI trending, and project management.
- Analyze trends to offer recommendations.
- Proactively monitor support cases and conduct regular status review meetings.
- Understand customer business goals and desired outcomes.
- Facilitate meetings with R&D, product management, and support to address potential software issues and meet business goals.

**What You Need To Succeed**:

- Bachelor’s degree preferred; Associate degree in a technical field with related experience desired.
- In-depth knowledge of industry standards in Enterprise DevOps, Hybrid IT Management, Security Risk & Governance, and Predictive Analytics.
- Thorough understanding of company products, services, organization, competition, third-party products, and market trends.
- Strong team-building and leadership skills, with the ability to negotiate and resolve conflicts.
- Excellent communication, coordination, and collaboration skills, with the ability to navigate complex, matrixed organizations.

**One Last Thing**:
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.