Manager, Customer Relationship Management

OpenText; Reading; On-site; GBP 60,000 - 100,000

Job description

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Hiring Manager: Samir Ajmera

Talent Acquisition Advisor: Sarah Dinneen

Job Code Level: SRM1

Your Impact:

The OpenText Cloud Customer Management team is responsible for the delivery of Strategic Success Management throughout the Customers' cloud journey from post-sales to value realization to renewal.

We're looking for an experienced, strategic, and customer-focused manager to lead a customer management team with direct renewal responsibilities to ensure that our Cloud Customers are getting the maximum value from the OpenText solution by delivering services with the goal of retention and growth. As a key member of the Customer Success team and reporting to Cloud Renewals, this role effectively navigates all levels of the customer organization to maintain alignment and drive objectives forward to successful renewal.

As a manager of Cloud Customer Management, you will oversee a Customer Manager team, responsible for a customer segment's success, retention, and growth. You will serve to set strategic account plans within your team, focus on shaping customer adoption and utilization, drive positive customer business outcomes, and be responsible for retaining and growing your customer segment. You will have a hands-on approach in fostering customer relationships, be the internal advocate and voice for your customers and team, and build a high-performance team with best practices and collaboration. You will also be responsible for leading strategic team initiatives led by management and driving continuous improvement within the team.

What the role offers:

• Sell the value of the Customer Success partnership across all levels of the customer and OpenText to ensure organizational alignment.
• Manage large strategic and mid-market enterprise cloud customers and proactively nurture the customers to referenceable and successful renewal.
• Participate in key customer meetings with Sales, Engineering, Professional Services, and Customer Management to further drive adoption, consumption, value realization, customer loyalty, and customer retention.
• Assist in addressing customer escalation and/or issues, working across the OpenText organization to resolve customer concerns in an expedited manner.
• Jointly work with Sales to team on account strategies and plans, growth and renewal opportunities, coverage plans, etc. to have one coordinated OpenText approach to the customer.
• On your team's renewal activities from strategy to close, including forecasting your book of business each financial quarter to management.
• Drive your team to deliver on Quarterly and Annual KPIs important to Customer Management and Customer Success, as defined by management.

What you need to succeed:

• Business Planning and Strategic Program Management: has significant experience running large-scale enterprise-wide transformation Customer programs and is familiar with Business Analysis and Project Management methodologies.
• Strong experience in customer ownership roles (customer success, consulting, sales, account management).
• Previous experience in working with large enterprise organizations and a proven track record of measurably impacting your customer's results.
• Uses C-level engagement skills in collaboration with account leads to offer value-add solutions to the client.
• Balance strategic and tactical pursuits to optimize coverage.
• Strong English verbal and written skills are required.
• Experience working with global cross-functional teams.
• Challenger and/or MEDDIC sales training a plus.
• Travel up to 30% depending on the onsite needs to deliver strategic engagements, as needed.
• Familiarity with CRM (Salesforce) software, forecast methodologies, and customer success tools preferred.
• University or Bachelor's degree; Advanced University or MBA a plus.

One Last Thing:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.