Manager - Ems , Professional Services Job in Opentext

The Opportunity: The Manager - will work directly with internal staff, as well as customers, to deliver an exceptional experience, thus promoting repeat business and long-term relationships. This position will work with onsite project managers, technical project managers, and consultants, to provide the expertise required to deliver EMS support & consulting for our end clients. As part of the services team, you will be considered an integral part of the customer s experience and success. The position reports to a Director, EMS. You are Great at: Provide support to assigned accounts and team members. Work closely with onsite project managers, technical practice managers, consultants and account managers in the support of accounts. Exhibit an appropriate sense of urgency, ownership and focus as it relates to customer satisfaction, delivery, or issues that might arise and focus energy in a constructive manner. Seek resolution to customer issues through other departments as necessary. Communicate well with other departments to ensure a satisfactory outcome of customer s issues. Assist with project meetings by attending calls, taking notes, and providing substantive contributions to the meetings when called upon. Record all billable client activities into the company s time billing software. Provide governance to improve customer experience, consulting and provide quick resolution for clients, report and provide early detection of potential issues that could affect customer experience. These solutions should increase efficiencies and improve the customer experience. Communication Organizes and expresses ideas clearly and concisely orally and in writing, in English. Tailors content of communication to the level and experience of the audience. Ensures that others involved in a project, including senior management, are kept informed about developments and plans. Professionalism Maintains high standards with consistent attention to detail. Demonstrates competence and confidence internally and with clients, maintaining proper poise and etiquette. Acts ethically and is accountable for actions at all times. If mistakes happen, takes responsibility and works to resolve the issue. Organization / Planning Forecasts accurately and helps ensure delivery against a plan. Identifies information needs and helps ensure systems / personnel are in place to deliver. Focuses on critical path and delivery on key priorities. Delivery Review estimates, closely work with architects to seamless delivery, building synergies with onshore stakeholders along with timesheet management. Sense of Urgency / Ownership Acts with the realization that efficiency is vital to success. Remains diligent in pursuit of timely, and successful resolution of assigned tasks. Escalates as necessary, to ensure completion of deliverables. Product Knowledge Knowhow and maintain a thorough understanding of the broad Opentext products and serves as an expert on the needs of regions identifying and pursuing new areas of expertise as solutions evolve. What it takes: Bachelor s Degree from an accredited university. Able to learn and apply new software quickly. Strong English communication, presentation and writing skills. Ability to demonstrate technical concepts to individuals with varying degrees of technological skills. Schedule to support mostly region-based clientele will require non-standard business hours. Due to potentially minimized overlap with US regions, clear, concise, and accurate communication is key. Requirements may dictate the necessity to work hours outside of normal, 40-hour workweek & adhere to return to work policy of Opentext.