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 OpportunityThis role is responsible for leading and delivering client implementation projects from order received through to 'operations complete'.

The role involves managing timelines, coordinating technical tasks, supporting customers throughout their onboarding journey, and ensuring all project work is completed accurately and within agreed timeframes.

An L2 handles more advanced or complex projects, resolves issues proactively, and contributes to improving processes and customer experience across the department.

What the role offers

• Manage and deliver assigned projects in line with agreed schedules, ensuring accuracy, customer satisfaction and timely completion.
• Create and maintain clear project maps or visual timelines showing project milestones, customer responsibilities, dependencies, and expected delivery dates.
• Communicate timelines to customers, explaining what is required of them and the impact of missing agreed-upon dates.
• Deploy entry-level systems into the Cloud, ensuring correct configuration, testing and customer readiness as part of the onboarding process.
• Provide hands-on support with mailbox setup, AS2 configuration, EDI onboarding tasks, and file format requirements.
• Troubleshoot technical issues and work with customers, trading partners and third-party providers to ensure progress.
• Ensuring the internal CRM system is kept up to date with all notes, communications and dates.
• Manage customer expectations, address questions, and resolve issues promptly and professionally.
• Review and refine internal processes to improve efficiency and reduce project delays.
• Identify gaps in existing processes and work with the Operations Manager to recommend improvements.
• Work closely with Support, Sales, Development and other teams to ensure smooth project handovers and progress.
• Review 'on hold' projects and orders escalated back to Sales, providing clear next steps and alternative options.

What you need to succeed

• Proven experience in a client service lead role.
• Strong written and verbal communication/presentation skills with internal and external customers.
• Broad knowledge of the Freeway product range.
• Strong problem-solving, analytical, time management and troubleshooting skills.
• Strong customer service skills.
• Knowledge of support centre operations (Incident Management systems, phone systems, processes) would be an advantage.
• EDI knowledge or experience.

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.