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Senior Customer Manager
3 months ago
OPENTEXT
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.
The Opportunity:
Senior Customer Managers (CM) at OpenText, are part of a global team of highly skilled and entrepreneurial professionals who understand that their customers are experiencing unprecedented change. Your customers trust in you to help them solve their most pressing business problems and to support them in their digital journey.
In this role, you are responsible for developing and strengthening strategic relationships within assigned accounts by protecting and growing Open Text's revenue. You will promote Open Text's solutions, support and services capabilities. Through formal and informal activities, you will market our capabilities to existing customers, with a view to strategic enterprise agreements and high-touch customer interactions at all levels. As the primary point of contact for your assigned accounts, you will work closely with Sales, Services, Support, Legal and Finance to ensure customer satisfaction. Senior Customer Manager's set a standard of excellence beyond the one established by management.
This role is based in Australia.
What You Are Great At:
- Sell the value of Open Text services and support programs and drive retention as well as expansion by developing and strengthening relationships (C-level to Manager)
- Develop and maintain long-term post-sales relationships with customer accounts critical to the company in terms of recurring base revenue and future growth.
- Manage services and generate sales among key accounts and existing customers, including upselling and cross-selling.
- Act as point of contact for assigned customers under minimal supervision with latitude for independent judgment.
- Communicate client needs and demands promptly to respective internal business units and coordinate with colleagues working on the same account to ensure consistent service.
- Maintain sales records of client transactions and prepare sales reports as required.
- Forecast and track client account metrics.
- Work with the company's sales team to reach prospective clients.
- Quoting, establishing a regular outreach cadence, positioning upsells, regular follow-up and closing renewals prior to expiration
- Helping to identify new opportunities within the internal/external landscape
- Manage customer escalations in collaboration with cross-functional teams to ensure customer satisfaction and continuous improvement
- Act as a subject matter expert for the team on a particular product or type of account
- Assist with training and onboarding of new Customer Managers as necessary
- Willingness to undertake special projects in addition to daily workload to develop acumen and improve efficiency of team.
What It Takes to Excel:
- An innovative and creative approach to complex challenges
- Developing and maintaining post-sales relationships with named customer accounts, ensuring continued renewal and future expansion
- Negotiating independently, and operating with minimal supervision given latitude for decision making
- Managing, servicing, and upselling an assigned territory of accounts
- Performing sales activities for assigned accounts to achieve and exceed revenue objectives
- Ability to interact effectively with all levels of a company including C-level to Manager
- Ability to prioritize and balance multiple projects, as well as deadlines, in an evolving environment
- 5+ years of experience in a customer-facing role in Sales or Customer Success Management preferred (Software Sales is an asset)
- Ability to handle most escalations independently, and handle complicated and complex customers independently and liaise with internal stakeholders to solve business problems
- Track record of autonomy, ownership, and execution
- Experience as a Customer Manager
Qualifications:
- Excellent written, oral, presentation, and communication skills
- Excellent critical thinking skills
- Strong communication and negotiation skills
- Eagerness to collaborate within, and across, teams to achieve results
- Ability to work under pressure in order to meet deadlines
- Think creatively.
- Always act professionally
- We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.
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 contact us at Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
