Customer Relationship Manager

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: 

This key role is responsible for the overall support and strategic direction of large multinational clients. The Customer Relationship Manager will also be responsible for cultivating executive relationships, managing account P&L, and identifying new business opportunities.

The Customer Relationship Manager oversees day-to-day client management, reviewing and approving all revenue-related and contractual matters. This includes but is not limited to contract renewals, upselling, resolving delivery, billing, and revenue recognition issues, managing collections, and serving as the primary escalation point for client concerns that may affect customer satisfaction and revenue growth for OpenText.

• Partnership and Collaboration: This role requires strong collaboration across various functional areas within the organization. The ideal candidate remains calm, curious, and collaborative under pressure, driving successful outcomes through partnerships.
• Cross-Functional Relationships: Close working relationships will be established with teams across billing, accounts receivable and collections, revenue recognition, deal desk, contracts, sales operations, and cancellations.
• Field Collaboration: The Customer Relationship Manager will build a strong, collaborative relationship with the field sales, professional services, and support services teams, ensuring clear responsibilities and mutual respect.

You are great at:

• Facilitates a positive and productive long-term relationship with clients, representing OT in all customer-facing communications. Professionally communicates to customer’s executives.
• Aligns and collaborates on account strategy with Field Sales team.
• Leads the resolution of issues and risks, including taking a lead role in organizing inter-departmental meetings and driving cross-functional issues to closure. Reports and escalates as needed.
• Own satisfaction of the customer from contract through steady state to include delivery, change management, service level reporting, customer satisfaction, and assisting with growing revenue within the customer.
• Reviews client agreements on a regular basis, measures utilization of services, and negotiaties renewals.
• Develop, forecast, and moniters client revenue trends agaist forecasted revenue and remediates risks.
• Mitigates deviations from forecasted revenue and alerts leadership of any anomalies, and driving corrective actions throughout the organization.
• Establishes account goveranance, risk management, and steady cadence for proactive communications.
• Own remediation of all billing and revenue recognition errors, and the associated corrective actions through to end of workflow. 
• Works to avoid/remediate cancellations, processes final workflows.
• Partner with Field Sales, Professional Serivces, and Customer Support to champion overall OT delivery consistency, client satisfaction and relationship growth.
• Proactively identify revenue opportunities and aligns OT solutions with client’s strategic direction.
• Meet annual organic growth targets for expansion within the account.

What it takes:

• This role requires true partnership with functional areas across the organization. Ideal candidate will be able to remain calm, curious, and collaborative in stressful situations and partner for a successful outcome.
• Working relationships will be forged with the billing team, AR and collections team, revenue recognition team, deal desk, contracts team, sales operations team, and cancellations team.
• A strong collaborative relationship with clear lines of responsibility and mutal respect will be established with the field sales team, professional services team, and support services team.

Target Skills & Experience:

• 5+ years of relavent experience managing a diverse portfolio of enterprise customer accounts.
• Must have very strong interpersonal skills including a demonstrated ability to partner and manage complex relationships across the organization.
• Must be able to navigate complex customer issues across multiple functional areas.
• Extensive customer/client facing experience, both proactive and reactive.
• Leadership experience managing PMs, account managers and/or technical resources in an matrix organization where success is achieved through persuasion rather than escalation.
• Previous Sales/Solution Consulting experience.
• Previous Finance/Revenue experience.
• Working knowledge of EDI solutions, customer operations, and production support roles required.
• Bachelors Degree in Business Administration, Management Information Systems or similar discipline.
• Dynamic problem solver with customer focus, customer facing skills. 
• Proven ability to manage cross functional teams.
• Fluent with Microsoft Office, SAP, and project delivery applications.
• Experience with project scorecard & financial reporting.
• Detail-oriented, proactive and driven.
• Capable of negotiating scope, costs and deliverables for complex B2B solutions.
• Able to develop executive level relationships.
• Able to drive collaboration with Field Sales Teams to benefit end customer.

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText’s vibrant workplace.

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