Manager, Renewals
OpenText Corp
Waterloo, ON, CA
1d ago

The Opportunity

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.

What you will be doing :

  • 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
  • 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 creation of business requirements for resolution; lead or support implementation as required
  • What does it take?

  • 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
  • Ability to apply innovative approaches and initiative to increase productivity and work standards
  • Strong desire in establishing and maintaining exceptional relationships with clients
  • Strong organizational, planning, and prioritization skills are required
  • Goal-oriented, positive, a self-starter, with strong and analytical skills
  • Track record of autonomy, ownership and execution
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