Escalation Manager

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.
**You are great at**:

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

**What it takes**:

- Minimum of 3-5 years of experience with enterprise-level customers in a technical support or escalation management role
- Demonstrated ability to manage high-pressure, high-stakes customer situations with professionalism, focus, and resilience
- Strong conflict resolution skills and the ability to de-escalate challenging scenarios
- Exceptional organizational and time management skills to manage multiple concurrent escalations
- Outstanding verbal and written communication skills tailored for both technical and executive audiences
- Strong analytical thinking and proactive problem-solving abilities
- Proven ability to lead complex customer issue resolution with mínimal guidance
- Strong interpersonal skills and executive presence
- Skilled in influencing cross-functional teams and driving decisions in high-pressure environments
- Excellent verbal and written communication skills
- Familiarity with OpenText products and services is an asset
- Project Management (PMP) or ITIL certifications is a plus

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.