Customer Relationship Manager

OpenText; Waterloo; On-site; CAD 70,000 - 100,000; Full time

Job summary

OpenText seeks a Customer Manager to drive revenue and manage strategic relationships with clients. The role involves upselling services, negotiating contracts, and ensuring customer satisfaction. Candidates should have at least 2 years in customer-facing roles with strong negotiation and communication skills. Join us in shaping the future of content management solutions at OpenText.

Qualifications

• At least 2 years experience in a customer-facing role in Sales or Customer Success Management.
• Software sales experience is a plus.
• Strong negotiation and communication skills.

Responsibilities

• Maintain and grow revenue by developing programs with strategic customers.
• Achieve revenue and MCV objectives consistently.
• Act as a trusted advisor for support and business needs.

Skills

Negotiation

Communication

Critical Thinking

Project Management

Job description

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are key components of our corporate culture. As a member of our team, you will have the opportunity to partner with highly regarded companies worldwide, tackle complex issues, and contribute to projects shaping the future of digital transformation.

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. Join a winning team that leads in Enterprise Information Management.

YOUR IMPACT

Customer Managers (CM) at OpenText are part of a global team of skilled professionals who understand that their customers are experiencing unprecedented change. Your role is to help them solve pressing business problems and support their digital journey.

What The Role Offers

The primary objective is to maintain and grow revenue by developing programs with strategic customers, driving community programs and revenue. Customer Managers focus on building and expanding relationships with assigned accounts, upselling and cross-selling OpenText services, and promoting our solutions, support, and services. You will market our capabilities to existing customers, aiming for strategic enterprise agreements and high-touch interactions at all levels. As the main contact for your accounts, you will collaborate closely with Sales, Services, Support, Legal, and Finance to ensure customer satisfaction.

• Sell the value of OpenText services and support programs to drive retention and expansion by strengthening relationships (C level to Manager).
• Provide exceptional service through regular outreach via phone, email, and on-site meetings to build strong customer relationships.
• Achieve revenue and MCV objectives consistently.
• Follow a consultative and proactive process for renewals, utilizing standard procedures to secure full-value contracts on time.
• Negotiate renewal quotes, overcome objections, and adjust offers to remain competitive.
• Identify at-risk contracts early and engage internal stakeholders to mitigate revenue erosion, including contract buy-outs if necessary.
• Partner with Professional Services to ensure timely delivery of services, supporting revenue recognition.
• Monitor revenue trends for accurate forecasting.
• Act as a trusted advisor for support and business needs, cultivating mutual value with customers.
• Own assigned accounts with urgency to ensure full-value, on-time renewals.
• Understand OpenText solutions' roadmaps to add value and grow revenue in your territory.
• Stay informed on industry trends related to B2B, B2C, and A2A to enhance your advisory role.

What You Need To Succeed

• Innovative and creative approach to challenges.
• Ability to manage and execute a sales pipeline resulting in consistent quarterly performance.
• Identify up-sell and cross-sell opportunities, collaborating with field sales to close new business.
• Develop and maintain post-sales relationships to ensure renewals and expansion.
• Strong negotiation skills and ability to manage, service, and upsell accounts.
• Operate independently with decision-making authority.
• Achieve and exceed revenue objectives through sales activities.
• Effective communication with all organizational levels, including C-level executives.
• Prioritize and manage multiple projects and deadlines in a dynamic environment.
• At least 2 years of experience in a customer-facing role in Sales or Customer Success Management; software sales experience is a plus.
• Excellent communication, critical thinking, negotiation, and professional skills.
• Collaborative mindset and ability to work under pressure.

One Last Thing

OpenText is more than a corporation—it's a global community built on trust, ownership, and innovation. Join us in shaping the future of content management solutions. Apply now and be part of our exciting journey!

We are committed to an inclusive work environment. Our Employment Equity and Diversity Policy promote inclusion regardless of culture, race, gender, age, disability, or other protected categories. If you need assistance or accommodations during the application process, contact us at [e-mail]. We foster collaboration, innovation, and growth within our vibrant workplace.