YOUR IMPACT
Reporting to the Renewals function, the Manager, Renewal Support is responsible for overseeing the Renewal Support Specialist team, which performs back-office functions supporting the effective execution of the end-to-end renewal sales cycle. This role requires strong leadership abilities, attention to detail, and a thorough understanding of renewal processes.
The team is responsible for validating renewal quote information, updating renewal data, maintaining records and documentation, researching information, and coordinating work through predefined processes.
The manager will interface with internal stakeholders, partners, and end customers to communicate status and resolve escalated issues arising during or after the renewal sales cycle. The manager and team will provide subject matter expertise to the company's operations team to optimize, simplify, and standardize the use of customer and renewal data for decision-making.
WHAT THE ROLE OFFERS
Team Leadership:
• Manage and mentor a team of Renewal Support Specialists, providing guidance and support to ensure their success
• Set clear performance objectives, conduct regular performance evaluations, and implement training and development plans for team members
• Foster a collaborative and positive work environment, promoting teamwork and effective communication within the department
• Monitor team performance against established KPIs, service levels, and quality standards, driving accountability and continuous improvement
Responsibilities:
• Provide support to Renewal Account Representatives with complex, escalated renewal quote scenarios, issue resolution, and troubleshooting to ensure accurate and timely quote generation
• Identify and apply additional support programs to qualifying renewal quotes
• Proactively identify opportunities for process improvement and automation, collaborating with cross-functional teams to develop and implement effective solutions that improve operational efficiency and accuracy
• Serve as a subject matter expert (SME) in renewal processes, systems, and procedures
• Support testing and validation activities for IT releases, system enhancements, and process changes to ensure functionality aligns with business requirements
• Ensure renewal transactions and customer information are accurately maintained, appropriately secured, and accessible for reporting, operational support, and audit purposes, in compliance with applicable legal requirements and company policies
WHAT YOU NEED TO SUCCEED
• 8-10 years of relevant industry experience, preferably with a degree in Business Administration or a related field
• 5+ years of experience in renewal order administration or order management, preferably in a managerial capacity
• Strong knowledge of the renewal lifecycle and order processing systems and tools
• Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team
• Exceptional attention to detail and accuracy
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Highly organized, detail-oriented, and able to manage multiple priorities and adapt to changing business needs
• Proficiency in Microsoft Office Suite and experience with order management software
• Experience with Salesforce and SAP is an asset
Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. 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: $98,080 - $147,120;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.
AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.
