Associate Digital Renewal Specialist

Open Text Inc. • Westminster, CO

7h

About The Position

The Digital Renewal Center (DRC) at OpenText is seeking self-driven, enthusiastic sales and customer retention-minded renewal representatives. You will join a global team focused on improving on-time renewal, simplifying the customer renewal experience, embracing technology for productivity, and protecting OpenText's contract base. In this role, you are responsible for renewal tasks, customer facing or back end, such as customer care, communication triage, quoting, order configuration, data management, renewal confirmation, quantity expansions, cancellation mitigation, booking and billing arbitration. You will promote Open Text’s solutions, support, and services capabilities. Through direct and indirect activities, you will market our offerings to existing small and medium-sized businesses, as part of a Digital Renewal Center with dedicated teams handling specific tasks. The ideal candidate for this role can quickly prioritize and resolve customer issues while maintaining strong customer relationships.

Requirements

• Self-driven, organized, highly adaptive, detail oriented and willing to learn.
• Desire to grow your career with OpenText.
• Provide timely updates on open requests via a ticketing system.
• Coordinate with other OpenText experts as needed to expedite timely resolution.
• Apply best practices to help our customers and employees minimize operational risks and avoid common pitfalls.
• Work well under pressure to meet deadlines.
• Good written and verbal communication skills.
• Effective at managing multiple tasks and priorities.
• Demonstrate autonomy, ownership, and execution.
• Be knowledgeable about the company’s products/services to facilitate sales efforts.
• Demonstrate critical thinking to analyze and resolve customer issues quickly.
• Bachelor’s degree in any preferred major or equivalent work experience.
• 1-2 years of experience in Customer Success, Sales and/or Account Management.
• Experience with Microsoft Office is necessary.

Nice To Haves

• Experience in a customer-facing role, Sales or Customer Success Management preferred.
• Experience in Salesforce.com, SAP, or Oracle Service Cloud, preferred.

Responsibilities

• Managing service requests received from Internal & External customers and its timely resolution.
• Contract renewal pricing and quote preparation.
• Purchase Order Bookings and resolving booking failures.
• Managing a pipeline of renewals to be quoted 120 days prior to expiration along with sending the quote to the customer or partner.
• Modifying account information, orders and checking data quality.
• Perform outreach to customers to obtain renewal confirmations for on-time renewals, along with positioning upsells/expansions by pulling reports and analyzing consumption trends.
• Cancelling, terminating, deprovisioning and crediting renewals per customer request and manager’s approval.
• Route support requests received through our ticketing system and direct requests to the appropriate service team for resolution.
• Proactively create and progress opportunities throughout the sales cycle based on customer interactions.
• Ensure that all existing customers keep their installed base licenses current on support while minimizing reduction or cancellation of maintenance contracts.
• Interacting with customers, partners, billing and collections on credit, invoice and payment issues along with addressing outstanding unpaid invoices.
• Act as point of contact for assigned customers under minimal supervision with latitude for independent judgment.
• Negotiating with customers to reach mutual agreement for solutions to customer issues.

Benefits

• A thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Variable and commission compensation opportunities for eligible roles.
• Vacation entitlement.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees