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:

The Renewal Manager, Support Renewals role is a Customer Support function that requires experience in managing a software maintenance renewals business. Your primary responsibility is to develop a long-term relationship with existing customers and maintain a high renewal rate and consistent maintenance revenue. You will be expected to effectively manage a team of renewal 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.

What you will do:

• Successful operation of a strong renewal team to achieve targeted on-time renewal rate and revenue targets.

• Provide leadership during organizational changes and guide teams through ongoing system enhancements and structure developments.

• Support the Sales organizations with business analytics to aid in the resolution 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.

• Preparation and presentation of management reports

• 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 the creation of business requirements for resolution; lead or support implementation as required.

What it takes:

• Bachelor's degree or equivalent working experience directly with Software Renewals in either a direct leadership or lead role.

• 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.

• Ability to apply innovative approaches and initiative to increase productivity and work standards.

• Strong desire to establish and maintain exceptional relationships with clients.

• Strong organizational, planning, and prioritization skills are required.

• Goal-oriented, positive, a self-starter, with strong analytical skills.

• Track record of autonomy, ownership, and execution.

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 contact us at hr@opentext.com.