Sr. Manager, Customer Management

Opentext - The Information Company. Together, Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText. AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

As the Senior Manager of the Customer Management team at OpenText, you will be responsible for leading a team of Customer Managers (CMs) who are responsible for developing long-term relationships with customers. Leveraging these relationships, the CMs will drive best in class maintenance renewal retention rates and promote adoption and expansion of the OpenText product and services portfolio. You will be expected to effectively manage a team of Customer Managers to ensure that they meet individual and corporate financial and relationship goals. The role involves a focus on revenue growth and will require site visits, working cooperatively with internal stakeholders to foster a strong customer relationship.

• Hire, develop and lead an inclusive, engaged, and high-performing team.
• Successful operation of a strong Commercial team to achieve targeted on-time renewal rates, financial and relationship KPIs. Incremental revenue growth within each CM assigned territory will be a main driver of this team.
• Participate in customer contract negotiations to provide commercial support and address any Customer Support issues.
• Develop an in-depth understanding of Customer challenges, business requirements and how OpenText enables customers to be effective.
• Work through escalated issues and liaise with a variety of stakeholders to provide a route of escalation to resolve Customer Support issues.
• Regular contact with the Sales Team to understand best practices and build relationships with overlapping accounts.
• Preparation and presentation of management reports: Forecast, QBR, Customer Account Overviews, Success Plans
• Ensure alignment with CM and Customer Success teams globally, and work closely with CM Management peers.

• Strong experience working directly with Software Renewals in a leadership role.
• Demonstrated excellence in achievement of targets/goals/KPIs.
• Familiarity with contract creation and execution in a Service Delivery environment and experience with contract terms and documents.
• Ability to apply innovative approaches and initiative to increase productivity and work standards.
• Strong desire in establishing and maintaining exceptional relationships with customers.
• Experience leading a sales focused team is preferable.
• Goal-oriented, positive, a self-starter, with strong and analytical skills.
• Exceptional communication both written and verbal, with the ability to listen and understand our client requirements.

Open Text'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 contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

• Director

• Contract

• Other

• Software Development

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