Senior Client Advocate- Customer Escalation Specialist

Skip to main content English Saved jobs(0) -Senior Client AdvocateLocation: Waterloo, Ontario, CAN, N2L 0A1 CANCategory: Customer Success & SupportreqId: 52726Apply NowSave DescriptionOPENTEXT - THE INFORMATION COMPANYOpenText 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 are hiring talent AI can't replace to help us shape the future of information management. Join us.  THE OPPORTUNITYAs a key member of the OpenText Mission Control Center (MCC), the Senior Client Advocate plays a vital role in preventing critical escalations and driving long-term improvement through structured problem management and trend analysis. You will help ensure Client success by proactively identifying risks, analyzing recurring issues, and enabling corrective action before problems escalate.This role requires strong analytical skills, cross-functional collaboration, and effective communication with both technical experts and senior business stakeholders.YOUR IMPACTDetecting and tracking at-risk Clients through analysis of critical support cases, especially during go-lives, updates, or expansion. Investigating why escalations occurred and driving improvements so future issues can be handled via standard support.Facilitating structured problem analysis (5 Whys, Root Cause Analysis) Translating known errors into widely accessible knowledge through documentation, enablement, and internal awareness.Driving permanent corrective actions and applying a fleet-wide approach to eliminate systemic issues across all Client environments.Supporting AI-first initiatives to identify patterns, automate RCA documentation, and drive proactive issue detection.Communicating clearly with both technical and executive stakeholders, and building trust across internal teams. Managing priorities in a fast-paced environment with attention to detail and follow-through WHAT YOU NEED TO SUCCEED3+ years of experience in technical support, problem management, or operational risk rolesStrong understanding of problem management processes and methodologiesFamiliarity with AI or analytics tools for risk detection and pattern recognition is a plusProven ability to distill patterns into actionable insights and drive continuous improvement. Experience collaborating across Support, Engineering, and Operations teams.Self-starter with strong prioritization and execution skillsExcellent verbal and written communication across technical and business audiencesFamiliarity with OpenText products and services is a plusCertifications in ITIL, Lean Six Sigma, or related disciplines preferred About OpenText Mission Control CenterThe Mission Control Center (MCC) operates with one principle: in Client mission-critical moments, failure is not an option. It is a global, cross-functional organization that supports the entire OpenText product portfolio and engages during the most complex, high-impact Client escalations.MCC is built on a three-pillar strategy to ensure Client success:We protect Clients by coordinating internal resources, advocating on their behalf, ensuring transparent communication, and driving resolution when the stakes are highest.We prevent future risk by proactively monitoring high-risk lifecycle events and identifying early signals of critical issues. We improve by analyzing incident and escalation trends and feeding insights back into OpenText’s products and processes for lasting change. ONE LAST THINGOpenText is more than a...