Sr. Client Relationship Manager

Open Text Inc.

4d•$107,800 - $161,600

About The Position

A Sr. Client Relationship Manager role at OpenText is more than just a job, it's an opportunity to make an impact. As a key contributor, you will be responsible for managing, protecting, and growing a portfolio of strategic Business Network accounts across North America, primarily within the retail industry. Acting as a trusted advisor to customers, you will maintain strong post-sales relationships, drive customer satisfaction and retention, negotiate long-term contract renewals, and identify opportunities to expand the adoption of OpenText solutions and services. Through a proactive, customer-centric approach, you will help clients achieve their business objectives while contributing to revenue growth and the long-term success of OpenText's Business Network community.

Requirements

Bachelor’s degree or equivalent experience, with 10+ years of professional experience including 3-5 years in account management, customer success, relationship management, or sales.
Strong understanding of the retail industry, including supply chain, EDI, B2B transactions, and data synchronization.
Proven ability to manage and grow customer relationships, drive renewals, minimize cancellations, and identify upsell opportunities within existing accounts.
Experience in account planning, revenue forecasting, contract negotiations, and resolving complex customer issues.
Excellent communication, presentation, relationship-building, and organizational skills, with the ability to influence stakeholders and manage multiple priorities.
Proficiency with Microsoft Office and CRM/sales systems (Salesforce preferred), with the ability to work independently in a fast-paced environment.

Responsibilities

Manage a portfolio of up to 100 customer accounts, serving as the primary point of contact to drive customer satisfaction, retention, account growth, and long-term relationships.
Proactively identify and pursue upsell, cross-sell, and expansion opportunities, while maintaining accurate customer information, forecasting account revenue, and driving consistent business growth.
Negotiate contract renewals, review customer agreements, address cancellations and credit requests, and resolve customer issues through effective internal collaboration and issue ownership.
Partner with Professional Services, Cloud Service Management, Customer Support, and Sales teams to deliver customer success, achieve key metrics, and transition larger sales opportunities to field sales representatives.
Develop and manage community revenue programs with major retail organizations, while promoting customer engagement through OpenText World and industry conferences.
Stay current on OpenText solutions, industry trends, and developments in B2B, B2C, EDI, and data synchronization to provide strategic guidance and align solutions to customer needs.