OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

 

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

 

THE OPPORTUNITY

As a key member of the OpenText Mission Control Center (MCC), the Lead Customer Advocate plays a pivotal role in resolving our most critical customer escalations. This role requires a unique blend of problem-solving, cross-functional coordination, executive communication, and customer relationship management.

 

You will serve as the central coordinator, aligning internal teams, managing complex communication streams, and working directly with customers to define priorities and agree on success criteria. Your ability to lead through pressure, drive resolution, and represent the customer's voice across technical and executive audiences will be essential to protecting customer trust and delivering business outcomes.

 

YOUR IMPACT

Working closely with customers to prioritize issues, align expectations, and gain agreement on success criteria for resolutionAdvocating for the customer by ensuring their voice, priorities, and expectations are represented in every step of the resolution processServing as the primary escalation point for high-severity incidents, working directly with customer executives and internal leaders to coordinate rapid resolutionEstablishing rapport and credibility with both technical and executive stakeholders, internally and externallyCommunicating clearly and confidently under pressure, providing timely updates and actionable insights across audiencesNavigating complex customer environments and internal structures to identify resolution paths and drive alignmentSetting and managing expectations with empathy and authority, even in high-stress or escalated environmentsContributing to a collaborative team culture that emphasizes shared accountability and customer success

 

WHAT YOU NEED TO SUCCEED

Minimum of 3-5 years of experience with enterprise-level customers in a technical support or escalation management roleDemonstrated ability to manage high-pressure, high-stakes customer situations with professionalism, focus, and resilienceStrong conflict resolution skills and the ability to de-escalate challenging scenariosExceptional organizational and time management skills to manage multiple concurrent escalationsOutstanding verbal and written communication skills tailored for both technical and executive audiencesStrong analytical thinking and proactive problem-solving abilitiesProven ability to lead complex customer issue resolution with minimal guidanceStrong interpersonal skills and executive presenceSkilled in influencing cross-functional teams and driving decisions in high-pressure environmentsExcellent verbal and written communication skillsFamiliarity with OpenText products and services is an assetProject Management (PMP) or ITIL certifications is a plus

 

About OpenText Mission Control Center

 

The Mission Control Center (MCC) operates with one principle: in customer mission-critical moments, failure is not an option. It is a global, cross-functional organization that supports the entire OpenText product portfolio and engages during the most complex, high-impact customer escalations.

 

MCC is built on a three-pillar strategy to ensure customer success:

 

We protect customers by coordinating internal resources, advocating on their behalf, ensuring transparent communication, and driving resolution when the stakes are highest.We prevent future risk by proactively monitoring high-risk lifecycle events and identifying early signals of critical issues.We improve by analyzing incident and escalation trends and feeding insights back into OpenText’s products and processes for lasting change.

 

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. 

 

 

OpenText's 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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.