Digital Renewal Specialist

Opentext - The Information Company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT

OpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.

The Digital Renewal Center (DRC) at OpenText is looking for self-driven, enthusiastic sales and customer retention-minded renewal representatives. You will join a global team of skilled and enthusiastic professionals who understand that their customers are experiencing unprecedented change. Our ongoing goal is to improve on-time renewal, simplify customer renewal experience, embrace technology to improve productivity and efficiency, and to protect OpenText's contract base.

In this role, you are responsible for renewal tasks, customer facing or back end, such as customer care, communication triage, quoting, order configuration, data management, renewal confirmation, quantity expansions, cancellation mitigation, booking and billing arbitration. You will promote Open Text’s solutions, support, and services capabilities. Through direct and indirect activities, you will market our offerings to existing small and medium-sized businesses, as part of a Digital Renewal Center with dedicated teams handling specific tasks. The ideal candidate for this role can quickly prioritize and resolve customer issues while maintaining strong customer relationships.

What The Role Offers

• Managing service requests received from Internal & External customers and its timely resolution.
• Contract renewal pricing and quote preparation.
• Purchase Order Bookings and resolving booking failures.
• Managing a pipeline of renewals to be quoted 120 days prior to expiration along with sending the quote to the customer or partner.
• Modifying account information, orders and checking data quality.
• Perform outreach to customers to obtain renewal confirmations for on-time renewals, along with positioning upsells/expansions by pulling reports and analyzing consumption trends.
• Cancelling, terminating, deprovisioning and crediting renewals per customer request and manager’s approval.
• Route support requests received through our ticketing system and direct requests to the appropriate service team for resolution.
• Proactively create and progress opportunities throughout the sales cycle based on customer interactions.
• Ensure that all existing customers keep their installed base licenses current on support while minimizing reduction or cancellation of maintenance contracts.
• Interacting with customers, partners, billing and collections on credit, invoice and payment issues along with addressing outstanding unpaid invoices.
• Act as point of contact for assigned customers under minimal supervision with latitude for independent judgment.
• Negotiating with customers to reach mutual agreement for solutions to customer issues.
  
  

What You Need To Succeed

• Self-driven, organized, highly adaptive, detail oriented and willing to learn.
• Desire to grow your career with OpenText.
• Provide timely updates on open requests via a ticketing system
• Coordinate with other OpenText experts as needed to expedite timely resolution
• Apply best practices to help our customers and employees minimize operational risks and avoid common pitfalls.
• Work well under pressure to meet deadlines.
• Good written and verbal communication skills.
• Effective at managing multiple tasks and priorities.
• Demonstrate autonomy, ownership, and execution.
• Be knowledgeable about the company’s products/services to facilitate sales efforts.
• Demonstrate critical thinking to analyze and resolve customer issues quickly.
• Experience in a customer-facing role, Sales or Customer Success Management preferred
• Bachelor’s degree in any preferred major or equivalent work experience.
• 1-2 years of experience in Customer Success, Sales and/or Account Management, preferred.
• Experience with Microsoft Office is necessary with experience in Salesforce.com, SAP, or Oracle Service Cloud, preferred.
  
  

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.