Customer Manager

5 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**:
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.

**Core Responsibilities**:

- 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.
- Report directly to the Manager of Customer Management (MCM)
- 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.
- Perform other duties, which the Manager of Customer Management (MCM) may require
- 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
- Lead and attend client meetings

**Target Skills & Experience**:

- 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
- 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
- 3-5 years of experience in a customer-facing 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 in order to meet deadlines
- Think creatively.
- Always act professionally

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