At a Glance
- Tasks: Lead customer escalations, coordinate teams, and ensure customer satisfaction.
- Company: OpenText is a dynamic tech company focused on cyber resilience and innovation.
- Benefits: Enjoy a collaborative culture, career growth opportunities, and a supportive work environment.
- Other info: OpenText values diversity and offers an inclusive workplace for all.
- Why this job: Be the voice of the customer and drive impactful resolutions in a fast-paced setting.
- Qualifications: 3-5 years in technical support, strong communication skills, and problem-solving abilities required.
The predicted salary is between 36000 - 60000 € per year.
OpenText Reading, England, United Kingdom
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OpenText Reading, England, United Kingdom
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Opentext - The Information Company
Together, Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.
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.
Opentext - The Information Company
Together, Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.
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.
What The Role Offers
- 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
- 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 minimal 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 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.
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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrLead Customer Advocate in Reading employer: OpenText
OpenText is an exceptional employer that champions a dynamic and inclusive work culture, empowering employees to thrive in their careers while fostering innovation at the heart of information management. Located in Reading, England, the company offers robust growth opportunities, a collaborative environment, and a commitment to employee well-being, making it an ideal place for those seeking meaningful and rewarding employment in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Advocate in Reading
✨Tip Number 1
Familiarise yourself with OpenText's products and services. Understanding their offerings will not only help you in interviews but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Network with current or former employees of OpenText, especially those in customer advocacy or support roles. They can provide valuable insights into the company culture and expectations for the Lead Customer Advocate position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed high-pressure customer situations in the past. Highlight your problem-solving skills and ability to communicate effectively under stress.
✨Tip Number 4
Showcase your conflict resolution skills by preparing scenarios where you've de-escalated challenging situations. This will illustrate your capability to handle the responsibilities of the Lead Customer Advocate role.
We think you need these skills to ace Lead Customer Advocate in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer advocacy, technical support, and escalation management. Use specific examples that demonstrate your problem-solving skills and ability to manage high-pressure situations.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer advocacy and how your background aligns with OpenText's mission. Mention your familiarity with their products and services, and how you can contribute to their goal of making cyber resilience accessible.
Showcase Communication Skills:Since the role requires exceptional verbal and written communication skills, provide examples in your application that showcase your ability to communicate effectively with both technical and executive audiences.
Highlight Conflict Resolution Experience:Detail your experience in managing escalations and resolving conflicts. Use specific scenarios where you successfully de-escalated challenging situations, demonstrating your resilience and professionalism under pressure.
How to prepare for a job interview at OpenText
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Lead Customer Advocate. Familiarise yourself with the key skills required, such as problem-solving and communication, so you can demonstrate how your experience aligns with these needs.
✨Showcase Your Conflict Resolution Skills
Prepare examples from your past experiences where you've successfully managed high-pressure situations or resolved conflicts. This will highlight your ability to handle escalations effectively, which is crucial for this role.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially under pressure. Since the role involves communicating with both technical and executive audiences, tailor your language to suit different stakeholders during the interview.
✨Demonstrate Empathy and Authority
Be ready to discuss how you manage expectations with empathy, especially in stressful situations. Showing that you can balance authority with understanding will resonate well with the interviewers, as it's essential for building customer trust.
