Sr. Customer Manager

OPENTEXT 
OpenText 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.

 

 

The Opportunity: 

Open Text is one of the world’s largest enterprise software providers. We deliver mission-critical technology and supporting services that help thousands of customers worldwide manage core IT elements of their business so they can run and transform at the same time.
Encompasses supporting and/or selling the within company's installed base as well as non-company accounts for expanded wallet share and to achieve assigned product quota. Builds customer confidence in the company's remote sales capabilities, from procurement to senior levels of customer management. Drives opportunities from qualification to close and promote the benefits of direct e-business transactions or inside business support to prospective customers.

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. Senior Customer Manager’s set a standard of excellence beyond the one established by management.

 

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 minimal 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
•    Acts as subject matter expert for the team on a particular product or type of account
•    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

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 independently 
•    Managing, servicing, and upselling an assigned territory of accounts
•    Operating with minimal supervision given latitude for decision making
•    Performing sales activities for assigned accounts to achieve and exceed revenue obj