Sr. Client Relationship Manager

OpenText; United States; On-site; USD 108,000 - 162,000; Full time

Job summary

OpenText, the Information Company, is seeking a Sr. Client Relationship Manager to oversee a North America portfolio in the retail sector. You will act as a trusted advisor, drive renewals, and identify opportunities to expand OpenText solutions and services.

You will manage up to 100 accounts, collaborate with cross-functional teams, forecast revenue, and ensure high customer satisfaction and retention through strategic guidance and proactive engagement.

Qualifications

• 10+ years of professional experience including 3–5 years in account management, customer success, relationship management, or sales.
• Strong understanding of the retail industry, including supply chain, EDI, B2B transactions, and data synchronization.
• Proven ability to grow customer relationships, drive renewals, and identify upsell opportunities within existing accounts.

Responsibilities

• Manage a portfolio of up to 100 customer accounts and be the primary contact to drive satisfaction, retention, growth, and long-term relationships.
• Proactively identify upsell, cross-sell, and expansion opportunities; maintain accurate customer information and forecast revenue.
• Negotiate contract renewals, review agreements, address cancellations and credits, and resolve issues with internal teams.
• Partner with Professional Services, Cloud Service Management, Customer Support, and Sales to deliver customer success and transition larger opportunities to field sales.
• Develop and manage community revenue programs with major retail organizations and promote engagement through events and OpenText World.

Skills

Account management

Customer success

Relationship management

Sales

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

OPENTEXT - THE INFORMATION COMPANY

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

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

A Sr. Client Relationship Manager role at OpenText is more than just a job, it's an opportunity to make an impact. As a key contributor, you will be responsible for managing, protecting, and growing a portfolio of strategic Business Network accounts across North America, primarily within the retail industry. Acting as a trusted advisor to customers, you will maintain strong post-sales relationships, drive customer satisfaction and retention, negotiate long-term contract renewals, and identify opportunities to expand the adoption of OpenText solutions and services. Through a proactive, customer-centric approach, you will help clients achieve their business objectives while contributing to revenue growth and the long-term success of OpenText's Business Network community.

WHAT THE ROLE OFFERS

• * Manage a portfolio of up to 100 customer accounts, serving as the primary point of contact to drive customer satisfaction, retention, account growth, and long-term relationships.
• * Proactively identify and pursue upsell, cross-sell, and expansion opportunities, while maintaining accurate customer information, forecasting account revenue, and driving consistent business growth.
• * Negotiate contract renewals, review customer agreements, address cancellations and credit requests, and resolve customer issues through effective internal collaboration and issue ownership.
• * Partner with Professional Services, Cloud Service Management, Customer Support, and Sales teams to deliver customer success, achieve key metrics, and transition larger sales opportunities to field sales representatives.
• * Develop and manage community revenue programs with major retail organizations, while promoting customer engagement through OpenText World and industry conferences.
• * Stay current on OpenText solutions, industry trends, and developments in B2B, B2C, EDI, and data synchronization to provide strategic guidance and align solutions to customer needs.

WHAT YOU NEED TO SUCCEED

• * Bachelor's degree or equivalent experience, with 10+ years of professional experience including 3-5 years in account management, customer success, relationship management, or sales.
• * Strong understanding of the retail industry, including supply chain, EDI, B2B transactions, and data synchronization.
• * Proven ability to manage and grow customer relationships, drive renewals, minimize cancellations, and identify upsell opportunities within existing accounts.
• * Experience in account planning, revenue forecasting, contract negotiations, and resolving complex customer issues.
• * Excellent communication, presentation, relationship-building, and organizational skills, with the ability to influence stakeholders and manage multiple priorities.
• * Proficiency with Microsoft Office and CRM/sales systems (Salesforce preferred), with the ability to work independently in a fast-paced environment.

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 commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation:

At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range:

$107,800 - $161,600; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

California Residents:

The pay range above is a reasonable estimate of salary based on pay scale, candidate experience, skills, and education. In addition to the comprehensive benefits noted above, the role may be eligible for bonus or commissions.

AI Usage Disclosure:

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.