Director of Customer Management

Ref#: 16882

Function: Technical Support

Location: US, Virtual

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OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The opportunity:

As Director of Customer Management at OpenText, you will be responsible for leading, managing and developing the customer service teams including On Shore and Off Shore teams. These are the teams responsible for providing support to Mid-Market customers.

The ideal candidate will have previous customer service management experience, a natural talent for getting the best out of teams and a sound understanding of the technologies we support.

You are great at:

• Leading teams of Customer Managers to grow Cloud revenue in their accounts. 20%
• Leading team members to exceed their MCV Plans by prospecting, identifying opportunities, moving prospects through the Sales cycle and closing new contract commitments for new services, additional commitments, Statements of Work and Professional Services engagements for existing services. 20%
• Assisting team members in developing strategy and tactics for negotiating renewals, amendments and contract changes. 20%
• Participating in the negotiation process as a Player/Coach by communicating with customers in face to face meetings and conference calls. 20%
• Assisting team members in Resolving issues for Service Delivery, Customer Support, Legal, Contract, Billing, Accounts Receivable, Development and all other customer related matters. 20%
• Taking the lead role in internal issue resolution which may include Service Delivery, Customer Support, Billing, Development and Accounts Receivable topics.
• Interacting with Sales Consultants, Finance, Customer Support, Operations, Development and Billing/Accounts Receivable contacts, often management. Specific Examples include the Global head of Customer Support for the On Demand Messaging business, Vice President of Product Management, Director levels and VP of Operations.

What it takes:

Education and Experience
• A bachelor’s degree from an accredited university and experience in Technology Sales (7+ years) is critical. In addition, experience managing Technology Sales Teams (7+ years)

Decision Making
• Decisions include financial and contract negotiations with customers, renewals of contracts driving toward optimizing revenue flow to OpenText while achieving customer agreement for contract extensions.
• Success in these negotiations determine short term and long term revenue flow to OpenText.
• Taking the lead role in internal issue resolution which may include Service Delivery, Customer Support, Billing, Development and Accounts Receivable topics.
• Successful development of a go forward plan for resolution to the customer issues described immediately above will determine the level of Customer Satisfaction with OpenText, and the customer willingness to spend more money with OpenText, or move to a competitive solution.
• The decisions made in this position require sensitivity to customer tolerance, internal needs and what is ultimately right for the stockholders of OpenText.
• The majority of these decisions can be made by the person in this position.
• Escalations to higher management are typically made when either the Approvals and Authorizations policy requires a certain position level for a decision, or exceptions to policies and procedures are necessary which involve multiple OpenText business functions. Additionally, escalations to higher management are made to develop long term and short term strategy for how to handle certain accounts.


Problem Solving
• Typically problems occur when a customer would like price reductions in order to renew or extend their existing contract. Discovering the balance between what the customer would commit to, and what is prudent for OpenText in the short/long term will determine a successful outcome. Success will be an extension/renewal to the existing contract with an increased financial commitment over an extended period of time beyond the current auto-renewal timeframe.
• Problems also are created when a service disruption occurs, and there is a negative impact to the customer’s business. Making certain that the issue is resolved quickly, marshaling all the Support and Operational resources for communications to the customer, and articulation of longer term steps to minimize the risk of similar occurrences in the future will determine a successful outcome.
• In general, many of the issues which arise can be solved by quickly bringing the relevant OpenText resource together with the customer for resolution. However, with serious customer problems, acceptable response to the customer will require creative, sometimes “one-off” plans and steps which need to be vetted throughout OpenText.
• The best resolutions occur when a practical approach, collaboratively developed by our own resources, is determined to be helpful and timely and will minimize the impact on our customers’ business processes.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com.

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