Lead Service Account Manager

5 days ago

Johannesburg, South Africa OpenText Full time

Micro 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: 

As a Service Account Manager (SAM), you will support customers' complex software environments, providing technical assistance for their solution development. You will act as a product evangelist, preparing collateral to present best practices for OpenText's software products, ensuring customer success. The ideal candidate will enjoy being an expert on diverse topics, be creative, and find problem-solving rewarding. Additionally, you will focus on maximizing business value, customer satisfaction, retention, loyalty, and account growth. The primary goal is to deliver memorable customer experiences, fostering trust, value, and alignment acrossOpenText to drive customer-driven growth. Travel will also be required to meet with customers. 

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. 

Micro Focus’ (now OpenText) efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

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