Sr. Customer Relationship Manager

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.

Job Description: #LI-remote
CM is responsible for managing, protecting and growing key Business Network accounts, primarily in the retail industry, across North America. The primary objective is to maintain post-sales contact with clients to facilitate a positive, productive and sustained relationship. Based on a strong and positive relationship, the CM negotiates clients into long term contracts, minimizing cancellations, identify/sell new opportunities for OpenText products and services, and develop community revenue programs.

Main Responsibilities:
Maintain post sales contact with up to 100 accounts on a regular basis focused on:

• Proactive Customer Management - ensures customer satisfaction, probes for new opportunities, ensures contacts are up to date and share information about new services
• Reactive Customer Management – ensures cancellations, credit requests and customer issues are handled in a timely fashion
• Develop and manage Community Revenue programs with major retail hubs
• Drive attendance and actively participate in OpenText Retail Panel, Enterprise World and various Industry conferences
• Negotiate client contracts and renewals
• Review client agreements on a regular basis
• Escalate issues to appropriate department and maintain ownership until issues are resolved
• Sell additional services into base accounts
• Identify, lead and pass larger scale opportunities to the field sales representative
• Track customer information regarding volumes, status changes and services, etc.
• Partner with field sales, delivery and customer support to delivery while maintaining a consistent front to the client
• Forecast account revenues
• Keep abreast of all OpenText offerings and relating the services to the customer’s needs
• Keep abreast of industry trends relating to B2B, B2C, data synchronization, etc.
• Maintain ongoing follow through and follow-up to customers “Go-To” person
• Ability to drive business consistently

Job Requirements:

• Experience addressing customer satisfaction, updating and adding to customer reference lists
• Ability to use all OpenText sales (SFDC), billing and contract systems
• Understanding of OpenText Products/Offerings, billing, legal and sales processes once trained
• Understanding of supply chain, EDI and data synchronization
• At least 10 years total professional experience, minimum of 3-5 years related experience (existing customer sales, project management, relationship management, etc.)
• Past experience of working with the retail industry – major retailers and suppliers
• Understanding of the data synchronization process for the retail industry
• Proven experience in negotiating complex customer issues through strong relationships both internally and externally.
• Excellent oral and written communications and strong organizational abilities.
• Strong problem solver who can patiently handle multiple priorities simultaneously.

Knowledge:

• Ability to perform account planning and forecasting
• Ability to develop (using PPT) and present sales and industry presentations
• Knowledge of customers (industry and current events)
• Knowledge of EDI and B2B
• Ability to identify and react to customer concerns
• Ability to build and maintain relationships
• Ability to prioritize and execute tasks in high pressure environments
• Ability to work independently and meet deadlines
• Must have strong organizational skills
• Ability to increase renewal rate and avoid client cancellations

Education and Experience:

• Bachelor's degree or equivalent experience
• Excellent communication skills, both written and verbal
• Proficient with Microsoft Office suite

For New York,Colorado and California residents, this job is expected to pay a minimum of $135,000/annum in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.

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 contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.