Lead Customer Manager

6 months ago

Richmond Hill, 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.

**The Opportunity**:
Lead 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, you are responsible for developing and strengthening strategic relationships within assigned accounts by protecting and growing Open Text’s revenue. You will promote Open Text’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. Lead Customer Manager’s set a standard of excellence beyond the one established by management.

**You are great at**:

- Propels the business forward by championing new initiatives that face significant resistance or have limited support.
- Consistently applies expertise to innovate on behalf of customers and/or OpenText.
- Creates new solutions to existing situations.
- Successfully adapts existing solutions to novel situations.
- Focuses efforts on relationships with a long-term view.
- Sell the value of Open Text services and support programs and drive retention as well as expansion by developing and strengthening relationships (C level to Manager)
- Develop and maintain long-term post-sales relationships with customer accounts critical to the company in terms of recurring base revenue and future growth.
- Manage services and generate sales among key accounts, including upselling and cross-selling.
- Act as point of contact for assigned customers under mínimal supervision with latitude for independent judgment.
- Conduct sales activities for assigned strategic accounts to achieve or exceed assigned revenue objectives.
- Be knowledgeable about the company’s products/services to facilitate sales efforts.
- Ensure clients receive requested products and services in a timely fashion.
- Communicate client needs and demands promptly to respective internal business units and coordinate with colleagues working on the same account to ensure consistent service.
- Maintain sales records of client transactions and prepare sales reports as required.
- Forecast and track client account metrics.
- Identify opportunities to grow business with existing clients.
- Work with the company’s sales team to reach prospective clients.
- Quoting, establishing a regular outreach cadence, positioning upsells, regular follow-up and closing renewals prior to expiration
- Helping to identify new opportunities within the internal/external landscape
- Manage customer escalations in collaboration with cross-functional teams to ensure customer satisfaction and continuous improvement
- Assist with training and onboarding of new Customer Managers as necessary
- Lead and attend client meetings
- Proactively requests additional responsibilities as defined/assigned by leadership, such as special projects. Willing to undertake these projects in addition to daily workload to develop acumen and improve efficiency of team.
- Responsible for understanding and sharing roadmap information with your customers

**What it takes**:

- Often acts as a trusted advisor to a client or leader.
- Increases client or stakeholder satisfaction by collaborating with others within OpenText to accommodate our customer
- Makes strategic decisions for self and others that clearly define long-term success.
- Is able to communicate complex ideas or situations into clear, simple, and/or make understandable for self or others.
- Engages in the highest degree of problem solving by utilizing a strategic understanding and planning of accounts.
- An innovative and creative approach to complex challenges
- Developing and maintaining post-sales relationships with named customer accounts, ensuring continued renewal and future expansion
- Negotiating independently
- 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
- 5+ years of experience in a customer-facing role in Sales or Customer Success Management preferr

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