Customer Relationship Manager

OpenText; Waterloo; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company is seeking an experienced Customer Manager to drive customer success and renewals within their cloud solutions team. The role involves managing strategic customer relationships, ensuring value realization, and fostering collaboration across customer organizations. Ideal candidates will have a strong background in customer success, security domains, and strategic program management, with proven experience in large enterprise environments.

Qualifications

• 5-7 years of experience in customer ownership roles.
• Experience with large enterprise organizations.
• Strong English verbal and written skills required.

Responsibilities

• Manage large strategic and mid-market enterprise cloud customers.
• Direct responsibility for renewal activities from strategy to close.
• Prepare and conduct success plan reviews and governance forums.

Skills

Customer Success

Strategic Program Management

Application Security

Identity Management

Data Security

C-level Engagement

Collaboration

Communication

Education

University or Bachelor degree

MBA

Tools

Salesforce

Job description

Hiring Manager: Neeraj Gangal

Talent Acquisition Advisor: Laura DeLuca

Job Code Level: SRP3

Refer Your Friends!

TheOpenText MF Cloud Customer Managementteam is responsible for the delivery of Strategic Success Management throughout the Customers’ cloud journey from post-sales to value realization to renewal.

We’re looking for an experienced, strategic and customer-focused Customer Manager with direct renewal responsibilities to ensure that our Cloud Customers are getting the maximum value from the OpenText solution by delivering services with the goal of retention and growth. As a key member of the Customer Success team and reporting into the Cloud Renewals, this role effectively navigates all levels of the customer organization to maintain alignment and drive objectives forward to successful renewal.

YOUR IMPACT

Customer Manager will serve as an internal advocate for your customers, representing their challenges to leadership and foster a culture of high performance and Customer focus and will regularly set goals and priorities that clearly align to the Customers desired business outcomes and long-term success. Besides proactively sharing success best practises and promoting collaboration, a strong ability to influence at all levels of business is very welcome as the Customer Manager is responsible for renewal and commercial activities.

WHAT THE ROLE OFFERS

• Selling the value of the Customer Success partnership across all levels of the Customer and OpenText to ensure organizational alignment.
• Managing large strategic and mid-market enterprise cloud customers and proactively nurture the customers to referenceable and successful renewal.
• Direct responsibility of renewal activities from strategy to close.
• Executing activities in theSuccess Planusing best practices, monitor delivery projects to ensure success, help mitigate risks, facilitate decision making and successful execution of renewal close plan.
• Delivering outcome-drivenSuccess Workshopsand conductingregular engagementwith Customer Business owners, change managers and end users to obtain success data and identify areas where the use of OpenText is adding value to the business.
• Preparing and conducting success plan reviews, governance forums and quarterly business success reviews to curate executive level scorecards and success metric reporting.
• Assisting customers in the adoption of new OpenText capabilities and collect feedback on any barriers or opportunities to align customer needs with OpenText product strategy.

Key deliverables/accountabilities:

• Documenting business vision, goals and success metrics into aSuccess Planand establish a Success Program governance model to track outcomes.
• Nurture a reference and managed customer through successful full renewal.

Education (degree) and professional experience required:

Business PlanningandStrategic Program Management: has significant experience running large scale enterprise-wide transformation Customer programs and familiar with Business Analysis and Project Management methodologies.

• University or Bachelor degree; Advanced University or MBA a plus.

WHAT YOU NEED TO SUCCEED

• Strong working experience with security domain including Application Security (AppSec), Identity Management and data security with technical background.
• Uses C-level engagement skills in collaboration with account leads to offer value-add solutions to the client.
• Balance strategic and tactical pursuits to optimize coverage

• Strong English verbal and written skills required.
• Familiarity with CRM (Salesforce) software, forecast methodologies and customer success tools preferred
• Experience working with global cross functional teams
• Challenger and/or MEDDIC sales training a plus
• Travel up to 30% depending on the onsite needs to deliver strategic engagements, as needed.

• Strong experience in customer ownership roles (customer success, consulting, sales, account management).
• 5-7 years of experiencein working with large enterprise organizations and a proven track record of measurably impacting your customers results.

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.

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.