Senior Customer Success Manager
7 giorni fa
About 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.
Job Summary
We are seeking a highly skilled and entrepreneurial professional to join our team as a Senior Customer Success Manager. In this role, you will be responsible for developing and strengthening strategic relationships within assigned accounts by protecting and growing OpenText's revenue. You will promote OpenText's solutions, support, and services capabilities.
Key Responsibilities
- Sales and Relationship Development
- Sell the value of OpenText 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, including upselling and cross-selling.
- Act as point of contact for assigned customers under minimal supervision with latitude for independent judgment.
- Conduct sales activities for assigned strategic accounts to achieve or exceed assigned revenue objectives.
- Be knowledgeable about the company's products/services to facilitate sales efforts.
- Ensure clients receive requested products and services in a timely fashion.
- 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.
- Identify opportunities to grow business with existing clients.
- 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.
- Acts as 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.
- Lead and attend client meetings.
- Proactively requests additional responsibilities as defined/assigned by leadership, such as special projects. Willing to undertake these projects in addition to daily workload to develop acumen and improve efficiency of team.
- Responsible for understanding and sharing roadmap information with your customers.
Requirements
- Experience and Skills
- 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.
- Managing, servicing, and upselling an assigned territory of accounts.
- Operating with minimal supervision given latitude for decision making.
- 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).
What We Offer
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.
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