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Added 2 days ago
Supervisor, Sales and Customer Loyalty
Access Communications
Regina, SK
Full-time
The Supervisor, Sales & Customer Loyalty provides day-to-day leadership, coaching, and operational oversight for the Sales & Customer Loyalty team, including inbound sales, customer…
Added 8 days ago
Digital Customer Experience & Loyalty Specialist
BarBurrito Restaurants Inc.
Toronto, ON · North York, ON
Full-time
This hands-on role will coordinate and execute customer communications across email, SMS, push notifications and in-app messaging. The Specialist will also support our loyalty programs,…
Added 1 day ago
Loyalty Marketing Specialist
Nestlé Nespresso SA
Montreal, QC
Full-time
We are looking for a Loyalty Marketing Specialist to work at Nespresso, in Montreal, reporting into the Consumer Experience, Lifecycle & Retention Manager. This role will support the…
Added 2 days ago
Loyalty Marketing Specialist
Nestle Operational Services Worldwide SA
Montreal, QC
We are looking for a Loyalty Marketing Specialist to work at Nespresso, in Montreal, reporting into the Consumer Experience, Lifecycle & Retention Manager. This role will support the…
Added 18 days ago
Retention Marketing Specialist
KITS.COM (TSX:KITS)
Vancouver, BC
Full-time
The Retention Marketing Specialist is where lifecycle strategy meets day-to-day execution. You plan, build, and optimize email and SMS campaigns and automated journeys that keep KITS…
Added 2 months ago
Spécialiste bilingue des ventes entrantes et de la rétention | Bilingual Inbound Sales & Retention Specialist
VOXDATA
Remote, Canada
$16.6 to $17 CAD / hour
Full-time · Remote
Do you excel at turning a 'no' into a 'yes'? We are looking for performance-driven individuals to handle inbound calls focused on subscription renewals, loyalty, and account retention for…
Added 3 days ago
Retention Marketing Specialist
Love Ur Curls®
Mississauga, ON
Full-time
We are looking for a data-driven, creative, and forward-thinking Retention Marketing Specialist to own the execution of our email marketing campaigns and customer lifecycle strategies. In…
Added 10 days ago
CRM, Loyalty & Marketing Automation Specialist (Temporary – 10 Months)
Air Transat
Montreal, QC
Full-time
Develop and implement CRM strategies focused on acquisition, engagement, retention, and loyalty to enhance customer experience and business performance.
Added 10 days ago
CRM, Loyalty & Marketing Automation Specialist (Temporary – 10 Months)
Transat AT
Montreal, QC
Full-time
Develop and implement CRM strategies focused on acquisition, engagement, retention, and loyalty to enhance customer experience and business performance.
Added 12 days ago
Lead Premium Support Specialist - Identity and Access Manager
Micro Focus Software Solutions Canada Co.
Ottawa, ON
Other
We are looking to welcome a Premium Support Specialists to our team, with advanced technical skills in OpenText IDM/AA. You will work on our clients’ complex software environments and…
Added 1 month ago
Manager, CRM & Retention
Smythe Inc
Toronto, ON
Full-time
SMYTHE is seeking a CRM & Retention Manager to own retention engine, from email and SMS to lifecycle strategy, digital loyalty mechanics, and customer lifetime value growth. Sitting at the…
Added 24 days ago
SFMC Specialist, Campaign Targeting and Performance - Contract
Sobeys
Mississauga, ON
Contract
The Specialist will be responsible for producing, automating, and monitoring the performance of targeted multichannel campaigns based on customer journeys (acquisition, retention,…
Added 25 days ago
SFMC Specialist, Campaign Targeting and Performance - Contract
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON
The Specialist will be responsible for producing, automating, and monitoring the performance of targeted multichannel campaigns based on customer journeys (acquisition, retention,…
Added 2 months ago
Senior Manager, Campaign Marketing
eSentire
Canada
Full-time
…event strategy targeting security decision-maker prospects, and directs the programs that drive expansion revenue and customer retention. This role manages the Customer Marketing Manager…
Added 1 month ago
Specialist, People & Values Operations
Bond Brand Loyalty
Toronto, ON
$65,000 to $75,000 CAD / year
At Bond Brand Loyalty, we build growth and loyalty for some of the world’s most recognized brands. Behind that work is a team of smart, curious people who care deeply about clients, each…
Added 6 days ago
CAREER FAIR AT PACIFIC CENTRE - Style Advisors, Tailors, Operations Specialists, and Luxury Sales Leader
Harry Rosen
Vancouver, BC · Pacific Centre
Full-time
What: We are currently looking for experienced Style Advisors (Sales Associates), Operations Specialists, Tailors, and Sales Leaders who have a track record of creating exceptional client…
Added 2 months ago
Senior Lifecycle Marketing Manager
Phoenix (YC W21)
Toronto, Ontario
Full-time
We’re looking for an experienced and results-driven Senior Lifecycle Marketing Manager to join our Marketing team! This role is central to ensuring our customers have a frictionless and…
Added 1 month ago
Director of Marketing
Puppy Sphere
Remote, Canada
Full-time · Remote
Build a deep understanding of our customer and what drives acquisition, conversion, retention and advocacy.
Added 2 months ago
Senior Lifecycle Marketing Manager
Phoenix
Toronto, ON
$90,000 to $120,000 CAD / year
Full-time
We’re looking for an experienced and results-driven Senior Lifecycle Marketing Manager to join our Marketing team. This role is central to ensuring our customers have a frictionless and…
Added 17 days ago
Senior Specialist, Lifecycle Marketing (18 Month Contract)
Meridian Credit Union
St. Catharines, ON · Toronto, ON
Full-time
Through a strong focus on Member outcomes and performance, the Senior Specialist, Lifecycle Marketing makes a meaningful contribution to Meridian’s growth by driving key member behaviors…
Added 3 months ago
CRM Strategist
Publicis Groupe Holdings B.V
Toronto, Ontario
$65,000 to $75,000 CAD / year
Full-time
We are CRM specialists, creating one-to-one experiences across the customer journey. We do this by leveraging human insights, the best data, relentless creativity, and the most powerful…
Added 5 days ago
Technical Sales Manager
Northern Employment Solutions Inc
Winnipeg, MB
Full-time
Minimum 6-7 years building a sustainable and impactful Sales Pipeline by developing relationships with major Canadian based Distributors, identifying opportunities for service improvement,…
Added 5 days ago
Technical Sales Manager
Northern Employment Solutions Inc
Sudbury, ON · Greater Sudbury, ON
Full-time
Minimum 6-7 years building a sustainable and impactful Sales Pipeline by developing relationships with major Canadian based Distributors, identifying opportunities for service improvement,…
Added 3 days ago
CRM & Email Marketing Specialist
Ren's Pets
Guelph, ON
$55,000 to $65,000 CAD / year
Full-time
The CRM & Email Marketing Specialist is responsible for executing and optimizing email marketing campaigns, customer journeys, and audience segmentation strategies. Working primarily in…
Added 4 days ago
CRM & Email Marketing Specialist
Ren's Pets
Guelph, ON
$57,000 to $67,000 CAD / year
Full-time
The CRM & Email Marketing Specialist is responsible for executing and optimizing email marketing campaigns, customer journeys, and audience segmentation strategies. Working primarily in…

Micro Focus Software Solutions Canada Co.

Lead Premium Support Specialist - Identity and Access Manager

Ottawa, ON, Canada

Posting language: English
Posted: Sep 8, 2026

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Original job description

Hiring Manager: Tim Fitzgerald

Talent Acquisition Advisor: Olu Adeyeye

Job Code Level: TEP4

Refer Your Friends!

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT:

We are looking to welcome a Premium Support Specialists to our team, with advanced technical skills in OpenText IDM/AA. You will work on our clients’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to clients who are developing their solutions. You will ensure clients get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Specialist is to provide the highest level of personalized technical support to ensure clients are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure client satisfaction.

WHAT THE ROLE OFFERS:

Be the client's single point of contact for support incidents opened for a specific product center.
Develop an in-depth understanding of your client’s environment
Be on site at a client’s location 2-3 days per week
Implement & establish a strong trusted working relationship with clients.
Leverage deep technical expertise and knowledge of your client’s environment to resolve incidents more efficiently
Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
Identify and recommend best practices to help our clients minimize operational risks and avoid common pitfalls.
Provide periodic supportability assessments & offer technical support mentoring to increase the client's knowledge.
Understand the operational profile of your client's environment to improve the support and guidance that OpenText delivers.
Act as a strategic partner in developing plans to proactively improve and maintain the client's software investment.
Strong written and verbal communication skills, to manage both client and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
Delivery short-term custom offerings to address clients’ unique needs and requests.

WHAT YOU NEED TO SUCCEED:

Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a client support environment.
Existing or ability to acquire Top Secret level security Clearance
Advanced knowledge of OpenText Identity and Access Management/Advanced Authentication application
A proven track record of in-depth technical troubleshooting.
Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.
Ability to guide and advise clients proactively on best practices, configuration optimization, tuning and integrations.
Willingness and ability to travel if required on client location up to 5 days a week locally, and remote travel up to 15%
Willingness and ability to work occasionally outside of business hours, including weekends.
French or Spanish Language is an asset.
Knowledge of other OpenText Products is an asset.
Ability to work outside standard hours on occasion to meet specific client needs.
Willingness and ability to learn additional products as requested to meet staffing and account needs.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $86,800 - $130,200; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.

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More about this job

Responsibilities

The Lead Premium Support Specialist acts as a single point of contact for clients, providing personalized technical support and proactive guidance for OpenText IDM/AA solutions. They are responsible for building trusted relationships, resolving complex software incidents, and performing supportability assessments to ensure client success.

Requirements

Candidates must have at least 3 years of experience in a client support environment and advanced knowledge of OpenText Identity and Access Management applications. The role requires the ability to obtain a Top Secret security clearance and the flexibility to travel to client sites.

Skills

Identity and access management
Advanced authentication
Technical support
Troubleshooting
Software optimization
Incident management
Strategic planning
Communication
Team building
Negotiation
Conflict resolution
Mentoring
Configuration tuning
Integration

Benefits

Health insurance
Financial wellbeing support
Paid time off
Vacation entitlement
Commission compensation

Visa sponsorship

Not detected in the job text

Keywords

OpenText
Identity and Access Management
Advanced Authentication
Technical Support
Software Environment
Digital Transformation
Information Management
Incident Resolution
Security Clearance
Top Secret
Troubleshooting
Client Retention
Account Growth
Configuration Optimization
Mentoring
Strategic Partnership
Risk Mitigation
Supportability Assessment
Matrixed Organizations
Custom Offerings

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