Customer Relationship Manager

OpenText; Reading; On-site; GBP 60,000 - 80,000; Full time

Job summary

OpenText is looking for an experienced Customer Manager to join their Customer Success team in Reading. This role focuses on ensuring customer retention and growth through strategic engagement with enterprise clients, providing value from the OpenText solution. The ideal candidate will have a strong background in customer ownership and experience with enterprise organizations, embodying a consultative approach to foster collaboration and drive customer success.

Benefits

Inclusive work environment

Opportunities for collaboration and growth

Qualifications

• Significant experience in running large-scale enterprise customer programs.
• Experience with large enterprise organizations.
• Technical background in security domains.

Responsibilities

• Manage customer relationships to ensure successful renewal.
• Document business vision and success metrics.
• Prepare success plan reviews and governance forums.

Skills

Business Planning

Strategic Program Management

Customer ownership

Application Security

Identity Management

Data security

C-level engagement skills

English verbal and written skills

Cross-functional teamwork

Education

University or Bachelor's degree

Advanced University or MBA

Tools

Salesforce

Customer success tools

Job description

Hiring Manager: Neeraj Gangal

Talent Acquisition Advisor: Sarah Dinneen

Job Code Level: SRP3

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Your Impact:

TheOpenText MF Cloud Customer Management team 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 to the Cloud Renewals, this role effectively navigates all levels of the customer organization to maintain alignment and drive objectives forward to successful renewal.As a Customer Manager, you will serve as an internal advocate for your customers, representing their challenges to leadership and fostering a culture of high performance and Customer focus and will regularly set goals and priorities that clearly align with the Customers' desired business outcomes and long-term success. Besides proactively sharing successful best practices and promoting collaboration, a strong ability to influence at all levels of business is very welcome as you will be 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 nurturing the customers to referenceable and successful renewal.
• Direct responsibility for renewal activities from strategy to close.
• Executing activities in the Success Plan using best practices, monitoring delivery projects to ensure success, helping mitigate risks, facilitating decision making, and successful execution of renewal close plan.
• Delivering outcome-drivenSuccess Workshops and conductingregular engagement with 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 collecting feedback on any barriers or opportunities to align customer needs with OpenText product strategy.
• Documenting business vision, goals, and success metrics into aSuccess Plan and establishing a Success Program governance model to track outcomes.
• Nurture a reference and manage customers through successful full renewal.

What you will need to succeed:

• Business Planning andStrategic Program Management: has significant experience running large-scale enterprise-wide transformation Customer programs and is familiar with Business Analysis and Project Management methodologies.
• Strong experience in customer ownership roles (customer success, consulting, sales, account management).
• Previous experience in working with large enterprise organizations and a proven track record of measurably impacting your customer's results.
• Strong working experience with security domains 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 are required.
• Experience working with global cross-functional teams
• Travel up to 30% depending on the onsite needs to deliver strategic engagements, as needed.
• Familiarity with CRM (Salesforce) software, forecast methodologies, and customer success tools preferred
• Challenger and/or MEDDIC sales training a plus.
• University or Bachelor's degree; Advanced University or MBA a plus.
• Fluency in French, Spanish or German prefered.

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.