Sr. Customer Relationship Manager

Open Text Inc.

1d

About The Position

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.

Requirements

• 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.

Responsibilities

• Maintain post sales contact with up to 100 accounts on a regular basis focused on proactive customer management, reactive customer management, developing and managing community revenue programs with major retail hubs, driving attendance and actively participating in OpenText World and various industry conferences, negotiating client contracts and renewals, reviewing client agreements on a regular basis, escalating issues to appropriate department and maintaining ownership until issues are resolved, selling additional services into base accounts, identifying, leading and passing larger scale opportunities to the field sales representative, tracking customer information regarding volumes, status changes and services, etc., partnering with professional services/cloud service management and customer support to deliver key metrics and best practices, forecasting account revenues, keeping abreast of all OpenText offerings and relating the services to the customer’s needs, keeping abreast of industry trends relating to B2B, B2C, data synchronization, etc., maintaining ongoing follow through and follow-up to customers “Go-To” person, and driving business consistently.
• Ensures customer satisfaction, probes for new opportunities, ensures contacts are up to date and share information about new services.
• 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.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
• Bonus or commissions (for California Residents).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior