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Customer Relationship Manager

3 months ago

Richmond Hill, Ontario, Canada opentext Full time

OPENTEXT - THE INFORMATION COMPANY


As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.

Be part of a winning team that leads the way in Enterprise Information Management.


Customer Manager's (CM) at OpenText, are part of a global team of highly skilled and entrepreneurial professionals who understand that their customers are experiencing unprecedented change.

Your customers trust in you to help them solve their most pressing business problems and to support them in their digital journey.


In this role, your primary objective is maintaining and growing revenue by developing programs with strategic customers that will drive community programs and community revenue.

Customer Managers are focused on building and growing relationships with an assigned set of accounts. This includes upselling and cross selling OpenText services. You will promote OpenText's solutions, support, and services capabilities.

Through formal and informal activities, you will market our capabilities to existing customers, with a view to strategic enterprise agreements and high-touch customer interactions at all levels.

As the primary point of contact for your assigned accounts, you will work closely with Sales, Services, Support, Legal and Finance to ensure customer satisfaction.


Core Responsibilities:

  • Sell the value of Open Text services and support programs and drive retention as well as expansion by developing and strengthening relationships
  • Ability to consistently achieve revenue and MCV objectives
  • Following a consultative and proactive process to produce competitive renewal process.
  • Utilizing a standard operating procedure to bring renewal contracts in at full value and on time.
  • Consulting with internal stakeholders to prepare renewal quotes, overcoming objections through process of negotiation and adjusting quotes as required to ensure competitiveness of the solution being presented to the customer
  • Constant identification of atrisk contracts and early engagement with internal stakeholders to mitigate revenue erosion. This includes contract buyouts when necessary
  • Partnering with Professional Services on implementation projects to make sure services are delivered ontime to assure revenue recognition according to SOW/contract
  • Constant monitoring of revenue trends for accurate fiscal year revenue forecasting
  • Trusted advisor to the customer for their support and business needs.
  • Cultivate an environment of mutual value recognized between OpenText and our customers.
  • Take ownership of the accounts assigned with a strong sense of urgency to manage a portfolio resulting in full value, on time renewals.
  • Understanding of road map for OpenText solutions to bring additional value to customers and growing revenue for assigned territory.
  • Being knowledgeable about customer and industry trends relating to B2B, B2C and A2A, that will contribute to being a trusted advisor for customers

Target Skills & Experience:

  • An innovative and creative approach to complex challenges
  • Ability to build, manage and execute a sales pipeline that will result in consistent quarterly MCV (new business) performance.
  • Ability to identify upsell and crosssell opportunities, lead pass and partner with field sales to successfully close new business for OpenText.
  • Developing and maintaining postsales relationships with named customer accounts, ensuring continued renewal and future expansion
  • Negotiating
  • Managing, servicing, and upselling an assigned territory of accounts
  • Operating with mínimal supervision given latitude for decision making
  • Performing sales activities for assigned accounts to achieve and exceed revenue objectives
  • Ability to interact effectively with all levels of a company including C level to Manager
  • Ability to prioritize and balance multiple projects, as well as deadlines, in an evolving environment
  • 2 years of experience in a customerfacing role in Sales or Customer Success Management preferred (Software Sales is an asset)

Qualifications:

  • Excellent written, oral, presentation, and communication skills
  • Excellent critical thinking skills
  • Strong communication and negotiation skills
  • Eagerness to collaborate within, and across, teams to achieve results
  • Ability to work under pressure to meet deadlines
  • Think creatively.
  • Always act professionally