Senior Customer Relationship Manager, OpenText
$107.8-161.6k
Information management for enterprises
Job no longer available
Information management for enterprises
1001+ employees
Job no longer available
$107.8-161.6k
1001+ employees
Company mission
To enable intelligent and connected enterprises by managing, leveraging, securing and gaining insight into enterprise information, on-premises or in the cloud.
Role
Who you are
- 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
- Bachelor's degree or equivalent experience
- Excellent communication skills, both written and verbal
- Proficient with Microsoft Office suite
What the job involves
- 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
- 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
Our take
Founded in 1991, OpenText has spent more than three decades quietly becoming one of the world's most important players in enterprise information management, Its software helps some of the largest companies, governments and professional services firms tame the vast volumes of unstructured data that modern organisations generate every day.
Rather than standing still, OpenText has consistently evolved with the market. And in 2023, it pushed into the AI era with the launch of OpenText Aviator, a generative AI platform designed to power business networks and streamline IT operations, signalling that the company very much intends to stay relevant as enterprise technology shifts.
This momentum shows no signs of slowing down either. Alongside steady internal innovation, OpenText continues to grow through strategic acquisitions. And the company's culture seems to be keeping pace as well, having recently been named one of Forbes' World's Best Employers, recognized as one of Canada's Top Employers for Young People, and included in TIME's life of the World's BEst Companies, a huge endorsement that its long-term success is being built on more than just software.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Company HQ
Waterloo, ON
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