Function: Technical Support
Location: Canada, ON, Richmond HillApply Now Connect with LinkedIn Connect with Xing
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The Manager, Maintenance Renewals role is a Customer Support function that requires experience in managing a software maintenance renewals business. The primary responsibility is to develop a long-term relationship with existing customers and maintain a high renewal rate and consistent maintenance revenue. This individual will be expected to effectively manage a team of Renewals Specialists to ensure they meet quarterly revenue targets. The role involves a focus on customer satisfaction and will require regular site visits working alongside Sales and Services to maintain a positive customer relationship.
You are great at:
Successful operation of a strong renewal team to achieve targeted on-time renewal rate and revenue targets.
Support the Sales organizations with business analytics to aide in decision making process related to service contract negotiation.
Participate in customer contract negotiations to provide commercial support and address any Customer Support issues.
Work through escalated issues and liaise with a variety of internal teams including, Sales, Services and Finance to provide a route of escalation to resolve Customer Support issues.
Evaluate and propose system improvements to drive efficiencies and shorten the contract renewal process; lead or support implementation as required.
Identify areas for process or service improvements; contribute to creation of business requirements for resolution; lead or support implementation as required
What it takes:
3-5 years experience working directly with Software Renewals in a leadership role.
Bachelor's degree or equivalent working experience.
Exceptional communication both written and verbal, with the ability to listen and understand client needs and focus the content.
Familiarity with contract creation and execution in a Service Delivery environment and experience with contract terms and documents.
Strong desire in establishing and maintaining exceptional relationships with clients.
Strong organizational, planning, and prioritization skills are required.
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 sex, national origin, disability or race. If you require accommodation at any time during the recruitment process please email email@example.com.