Sr. Manager, Customer Management

OpenText; Reading; On-site; GBP 65,000 - 85,000; Full time

Job summary

A leading technology company is seeking a Senior Manager for its Customer Management team in Reading, UK. The role involves leading a team to foster long-term customer relationships, drive revenue growth, and manage contract negotiations. The ideal candidate has a strong leadership background and experience in software renewals. This position offers a competitive benefits package and a commitment to an inclusive work environment.

Benefits

Competitive benefits package

Diverse and inclusive workplace

Qualifications

• Strong experience with Software Renewals in a leadership role.
• Proven track record of meeting targets and KPIs.
• Exceptional written and verbal communication skills.

Responsibilities

• Lead the Customer Management team to build long-term customer relationships.
• Manage team performance to achieve financial goals.
• Participate in customer contract negotiations.

Skills

Leadership

Communication

Customer Relationship Management

Revenue Growth

Job description

Overview

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Hiring Manager: Rui Martins

Talent Acquisition Advisor: Gemma Madden

Job Code Level: SR-OFFCLD-M2

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Your Impact

As the Senior Manager of the Customer Management team at OpenText, you will be responsible for leading a team of Customer Managers (CMs) who are responsible for developing long-term relationships with customers. Leveraging these relationships, the CMs will drive best in class maintenance renewal retention rates and promote adoption and expansion of the OpenText product and services portfolio.

You will be expected to effectively manage a team of Customer Managers to ensure that they meet individual and corporate financial and relationship goals. The role involves a focus on revenue growth and will require site visits, working cooperatively with internal stakeholders to foster a strong customer relationship.

What the role offers

• Hire, develop and lead an inclusive, engaged, and high-performing team.
• Successful operation of a strong Commercial team to achieve targeted on-time renewal rates, financial and relationship KPIs. Incremental revenue growth within each CM assigned territory will be a main driver of this team.
• Participate in customer contract negotiations to provide commercial support and address any Customer Support issues.
• Develop an in-depth understanding of Customer challenges, business requirements and how OpenText enables customers to be effective.
• Work through escalated issues and liaise with a variety of stakeholders to provide a route of escalation to resolve Customer Support issues.
• Regular contact with the Sales Team to understand best practices and build relationships with overlapping accounts.
• Preparation and presentation of management reports: Forecast, QBR, Customer Account Overviews, Success Plans
• Ensure alignment with CM and Customer Success teams globally, and work closely with CM Management peers.

What you need to succeed

• Strong experience working directly with Software Renewals in a leadership role.
• Demonstrated excellence in achievement of targets/goals/KPI's?
• Familiarity with contract creation and execution in a Service Delivery environment and experience with contract terms and documents.
• Ability to apply innovative approaches and initiative to increase productivity and work standards.
• Strong desire in establishing and maintaining exceptional relationships with customers.
• Experience leading a sales focused team is preferable.
• Goal-oriented, positive, a self-starter, with strong and analytical skills.
• Exceptional communication both written and verbal, with the ability to listen and understand our client requirements.

One last thing

At Open Text, our employees are our greatest asset. We have brought together a diverse community of people who respect each other and work together to deliver excellence. We provide a workplace that fosters teamwork and productivity, but we recognize that when employees are supported, we are all enriched. At the heart of our success are our people, so taking care of them is a priority for us. To do that, we have created a simple, transparent, and competitive benefits package.

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.