Customer Relationship Manager- SaaS

OpenText; Richmond Hill; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Manager to join their dynamic team. In this role, you will be pivotal in maintaining and growing revenue by developing programs with strategic customers. Your expertise in building and nurturing relationships will be crucial as you promote innovative solutions and services. This position offers the opportunity to work closely with various internal teams to ensure customer satisfaction and drive business success. If you're passionate about customer engagement and thrive in a fast-paced environment, this is the perfect opportunity for you to make a significant impact.

Qualifications

• Proven track record in managing customer accounts and driving revenue growth.
• Ability to build and maintain strong relationships with clients.

Responsibilities

• Develop and maintain relationships with strategic customers to drive revenue.
• Achieve revenue and MCV objectives through upselling and cross-selling.

Skills

Sales Pipeline Management

Negotiation Skills

Customer Relationship Management

Critical Thinking

Communication Skills

Problem Solving

Time Management

Education

2+ years of experience in Sales or Customer Success Management

Job description

Hiring Manager: Matt Alle

Talent Acquisition Advisor: Laura DeLuca

Job Code Level: SRP3

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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.

YOUR IMPACT
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.

WHAT THE ROLE OFFERS
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.

1. 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).
2. Providing exceptional service by reaching out via phone, email, as well as on-site meetings on a
   consistent basis to build strong customer relationships.
3. Ability to consistently achieve revenue and MCV objectives.
4. Following a consultative and proactive process to produce competitive renewal process.
5. Utilizing a standard operating procedure to bring renewal contracts in at full value and on time.
6. 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.
7. Constant identification of at-risk contracts and early engagement with internal stakeholders to
   mitigate revenue erosion. This includes contract buy-outs when necessary.
8. Partnering with Professional Services on implementation projects to make sure services are
   delivered on-time to assure revenue recognition according to SOW/contract.
9. Constant monitoring of revenue trends for accurate fiscal year revenue forecasting.
10. Trusted advisor to the customer for their support and business needs.
11. Cultivate an environment of mutual value recognized between OpenText and our customers.
12. Take ownership of the accounts assigned with a strong sense of urgency to manage a portfolio
    resulting in full value, on time renewals.
13. Understanding of road map for OpenText solutions to bring additional value to customers and
    growing revenue for assigned territory.
14. Being knowledgeable about customer and industry trends relating to B2B, B2C and A2A, that will
    contribute to being a trusted advisor for customers.

WHAT YOU NEED TO SUCCEED

1. An innovative and creative approach to complex challenges.
2. Ability to build, manage and execute a sales pipeline that will result in consistent quarterly MCV
   (new business) performance.
3. Ability to identify up-sell and cross-sell opportunities, lead pass and partner with field sales to
   successfully close new business for OpenText.
4. Developing and maintaining post-sales relationships with named customer accounts, ensuring
   continued renewal and future expansion.
5. Negotiating.
6. Managing, servicing, and upselling an assigned territory of accounts.
7. Operating with minimal supervision given latitude for decision making.
8. Performing sales activities for assigned accounts to achieve and exceed revenue objectives.
9. Ability to interact effectively with all levels of a company including C level to Manager.
10. Ability to prioritize and balance multiple projects, as well as deadlines, in an evolving environment.
11. 2 years of experience in a customer-facing role in Sales or Customer Success Management
    preferred (Software Sales is an asset).
12. Excellent written, oral, presentation, and communication skills.
13. Excellent critical thinking skills.
14. Strong communication and negotiation skills.
15. Eagerness to collaborate within, and across, teams to achieve results.
16. Ability to work under pressure to meet deadlines.
17. Think creatively.
18. Always act professionally.

ONE LAST THING:
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in shaping the future of content management solutions. Apply now and be part of our exciting journey at OpenText!

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.