Senior Renewals Account Representative

OpenText

  • Singapore
  • Permanent
  • Full-time
  • 16 days ago
OPENTEXT - THE INFORMATION COMPANYOpenText 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.YOUR IMPACTThis position has a strong focus on communication as well as selling skills as it is the customers' renewal contact for OpenText. This will involve producing renewal quotes, following up on renewing maintenance and selling the value of our support programs to customers.This is a hybrid role that requires the successful candidate to be working in the office for a minimum of 3 days a week.WHAT THE ROLE OFFERS
  • Analyze and prepare renewal quotes, ensuring they are sent to customers within the timeline set in the guidelines and follow up with customers to ensure maintenance is renewed on time and at full valueTaking ownership of the contracts assigned to you. A strong sense of urgency is required to manage your portfolio resulting in full value, on time renewals.
  • Providing exceptional service by reaching out via phone and e-mail on a consistent basis and building strong customer relationships. In addition, providing a consultative and proactive process to producing competitive renewal quotes.
  • Provide and maintain accurate records and documentation on all transactions and contracts
  • Consulting with internal stakeholders to prepare renewal quotes, overcoming objections through process of negotiation and adjusting quotes as required to ensure competitiveness of the solution being presented to the customer
  • Discuss and explain contractual obligations to customers, working together with Account Executives and Legal Department
  • Trusted advisor for the Customer for their support needs. Cultivating an environment of mutual value recognized between OpenText and our customers.
  • Subject matter expert in systems and process used by the members of the team - including but not limited to - Assure, ITSM, Contract Repository, Applicable SOPs.
  • Primary escalation point for first level issues encountered by team members - including but not limited to - issues with Assure, ITSM, interpretation of SOPs - and supports both leadership and the Maintenance Renewal Specialists.
  • Achieving renewals sales targets and KPI (renewal rate, annual price uplift, past due %, cancellation %, etc.)
  • Position and upsell ACS/premium support, Extended support and Winback.
  • Have a regular check on the version currency of the customer and educate them to upgrade to the latest version available.
  • Work on risk mitigation plan to protect IB in major accounts in advance working closely with internal cross BU stakeholders and external stakeholders as well.
  • Additional duties as required
WHAT YOU NEED TO SUCCEED
  • University/College degree within a related discipline and/or ideally 3-5 years of experience in specialty sales
  • Exceptional written and verbal communication, with the ability to listen and understand clients’ needs. In addition to English, fluency in other languages is a plus
  • Strong desire in establishing and maintaining strong relationships with clients
  • Goal-oriented, positive, creative individual with strong attention to detail and analytical skills
  • Strong ability to work independently and work effectively in cross-functional teams
  • Proven experience working in a fluid environment that is ever growing and changing
  • Proven ability to manage customer interactions and provide remediation for articulated issues
  • Solid understanding of internal teams, policies and procedures to ensure a frictionless experience for our customers and internal stakeholders
  • Ability to operate in confidence, with integrity when dealing with sensitive information
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 . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

OpenText