Sr. Customer Relationship Manager

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

At OpenText, Sr. CRM is responsible for managing, protecting and growing key Business Network accounts, primarily in the retail industry, across North America. The primary objective is to maintain post-sales contact with clients to facilitate a positive, productive and sustained relationship. Based on a strong and positive relationship, the CRM negotiates clients into long term contracts and minimizing cancellations.
The key to success is to identify growth opportunities for OpenText products and services. This includes develop community revenue programs.

WHAT THE ROLE OFFERS:

Maintain post sales contact with up to 100 accounts on a regular basis focused on:
* Proactive Customer Management - ensures customer satisfaction, probes for new opportunities, ensures contacts are up to date and share information about new services
* Reactive Customer Management - ensures cancellations, credit requests and customer issues are handled in a timely fashion
* Develop and manage Community Revenue programs with major retail hubs
* Drive attendance and actively participate in OpenText World and various Industry conferences
* Negotiate client contracts and renewals
* Review client agreements on a regular basis
* Escalate issues to appropriate department and maintain ownership until issues are resolved
* Sell additional services into base accounts
* Identify, lead and pass larger scale opportunities to the field sales representative
* Track customer information regarding volumes, status changes and services, etc.
* Partner with professional services/cloud service management and customer support to deliver key metrics and best practices.
* Forecast account revenues
* Keep abreast of all OpenText offerings and relating the services to the customer's needs
* Keep abreast of industry trends relating to B2B, B2C, data synchronization, etc.
* Maintain ongoing follow through and follow-up to customers "Go-To" person
* Ability to drive business consistently

WHAT YOU NEED TO SUCCEED

* Experience addressing customer satisfaction, updating and adding to customer reference lists
* Ability to use all OpenText sales (SFDC), billing and contract systems
* Understanding of OpenText Products/Offerings, billing, legal and sales processes once trained
* Understanding of supply chain, EDI and data synchronization
* At least 10 years total professional experience, minimum of 3-5 years related experience (existing customer sales, project management, relationship management, etc.)
* Past experience of working with the retail industry - major retailers and suppliers
* Understanding of the data synchronization process for the retail industry
* Proven experience in negotiating complex customer issues through strong relationships both internally and externally.
* Excellent oral and written communications and strong organizational abilities.
* Strong problem solver who can patiently handle multiple priorities simultaneously.
* Must have strong organizational skills
* Ability to work independently and meet deadlines

EDUCATION & EXPERIENCE

* Bachelor's degree or equivalent experience
* Excellent communication skills, both written and verbal
* Proficient with Microsoft Office suite

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 hr@opentext.com. 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.