Hiring Manager: Tracey Martin

Talent Acquisition Advisor: Laura DeLuca

Job Code Level: SRP3

YOUR IMPACT
In this highly visible role, you'll own the strategic direction and end-to-end relationship for a portfolio of large, multinational clients. As a trusted advisor and advocate, you'll build strong executive relationships, manage account P&L, and uncover opportunities to expand and grow the business. Your leadership will directly influence customer satisfaction, retention, and long-term revenue growth.

YOU ARE GREAT AT
As a Customer Relationship Manager, you are the primary owner of the client relationship-balancing strategy with operational excellence. You confidently manage day-to-day account oversight, including reviewing and approving revenue-related and contractual matters such as renewals, upsell opportunities, billing accuracy, collections, and revenue recognition.

You are a calm, curious problem-solver who thrives under pressure and brings people together to achieve shared outcomes. You naturally collaborate across teams, navigate complexity with ease, and serve as the trusted escalation point for issues that could impact customer satisfaction or revenue performance.

Partnership and Collaboration:
You build strong partnerships across the organization, influencing outcomes through collaboration and trust rather than escalation.

Cross-Functional Relationships:
You establish and maintain close working relationships with Billing, Accounts Receivable and Collections, Revenue Recognition, Deal Desk, Contracts, Sales Operations, and Cancellations teams.

Field Collaboration:
You work in lockstep with Field Sales, Professional Services, and Customer Support teams to ensure alignment, accountability, and a consistent, high-quality customer experience.

WHAT THE ROLE OFFERS

Acts as the primary OpenText (OT) representative for assigned customers, managing all customer-facing communications, including executive-level interactions
Partners closely with Field Sales to align and execute account strategies
Leads issue and risk resolution, organizing cross-functional efforts and driving issues to closure while escalating when appropriateOwns customer satisfaction from contract execution through steady-state delivery, including change management, service-level reporting, and revenue growth initiatives
Regularly reviews client agreements, monitors service utilization, and leads renewal negotiations
Develops, forecasts, and tracks revenue performance against targets, proactively mitigating risks and anomalies
Establishes account governance, risk management frameworks, and a proactive communication cadence
Owns the remediation of all billing and revenue recognition discrepancies through final resolution
Proactively identifies expansion opportunities and aligns OpenText solutions to customers' strategic objectives
Partners with Sales, Professional Services, and Support to ensure delivery excellence and long-term relationship growth
Achieves annual organic growth targets within assigned accounts

WHAT YOU NEED TO SUCCEED

5+ years of experience managing a diverse portfolio of enterprise-level customer accounts
Exceptional interpersonal skills with a proven ability to influence and manage complex relationships across a matrix organization
Strong customer-facing background, balancing proactive engagement with effective issue resolutionDemonstrated leadership experience guiding project managers, account managers, or technical teams through influence and collaboration
Ability to navigate complex customer challenges across multiple functional areas
Experience in Sales and/or Solution Consulting, with exposure to Finance or Revenue operations preferred
Working knowledge of EDI solutions, customer operations, and production support environments
Bachelor's degree in Business Administration, Management Information Systems, or a related field
Strong negotiation skills for complex B2B solutions involving scope, cost, and deliverables
Proven ability to build executive-level relationships and drive cross-functional collaboration
Highly organized, detail-oriented, proactive, and results-driven
Proficiency in Microsoft Office, SAP, project delivery tools, and financial/reporting scorecards

ONE LAST THING
OpenText is more than a global technology leader-we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $66,710- $109,595 ; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.