Senior Client Relationship Manager

2 weeks ago

Brook Park, Ohio, United States OpenText Full time

OPENTEXT

OpenText stands as a premier authority in information management, where innovation, creativity, and collaboration are fundamental to our corporate ethos.

As a vital contributor to our organization, you will engage with some of the most esteemed companies globally, addressing intricate challenges and participating in initiatives that influence the trajectory of digital transformation.


The Opportunity:


The OpenText Professional Services team consists of over 3000 consultants who serve as trusted advisors, nurturing enduring relationships with more than 100,000 clients worldwide.

They oversee the provision of business solutions from pre-sales through to post-implementation.

Our expert teams assist organizations in resolving challenges, generating value, enhancing business performance, and operating more efficiently in an increasingly digital landscape.

As a leader within OpenText Professional Services, you will thrive in a fast-paced, dynamic setting and will be recognized as a subject matter expert in the Enterprise Information Management domain.

Your role will involve supporting clients with system implementations and optimizing our products, as well as conducting workshops on best practices, which will require travel to various locations, ensuring that no two days are ever identical.

You will receive comprehensive training on our solutions, have opportunities for relevant certifications, and access numerous pathways for career advancement.

OpenText Professional Services acts as a facilitator for our clients aiming to achieve Return on Investment (ROI) from their investments in OpenText Enterprise Information Management (EIM) products.

As a Senior Client Manager of Professional Services for the North America West Region, you will oversee numerous facets of Professional Services, including service sales, supporting license and cloud sales by providing essential service information related to the proposed solutions and maintaining overall customer relationships concerning all Professional Services offerings. The position necessitates the selected candidate to reside in the Central United States.

Such services encompass the implementation of solutions based on OpenText products, including the development and support of limited Fastrack solutions as well as tailored solutions.

The Client Manager role collaborates closely with the customer account team, including Sales, technical pre-sales, and OpenText Practice Leads for additional value-added services that can be offered to clients in relation to solution realization, including learning services, managed services, and cloud services.

The Senior Client Manager will occasionally be responsible for coordinating with OpenText Professional Services Partners for project staffing when OpenText Consultants are unavailable.

The Client Manager is accountable for Professional Services sales, revenue generation, and establishing an acceptable opportunity sold margin within the Central Region while actively supporting colleagues in the Central Region and across North America for collective success against OpenText's objectives of bookings, revenue, margin, and reference-ability.


You excel at:

  • Creating revenue opportunities by developing innovative solutions for clients and service offerings using creativity and available resources.
  • Building a pipeline of opportunities to generate bookings that meet quarterly budget expectations.
  • Negotiating project deliverables, schedules, and costs for services from external suppliers or other divisions within OpenText.
  • Regularly and promptly updating opportunity status in our Customer Engagement Management system.
  • Collaborating with the sales team to generate revenue within existing accounts by proposing a comprehensive range of solution realization, enhancement, and operational services, including updates, upgrades, and customizations for current clients.
  • Ensuring timely delivery and management of resource forecasting, opportunity forecasting, proposal/SOW writing, and achieving necessary approvals, contract, and invoicing status using the appropriate tools available.
  • Understanding revenue forecasting and being able to accurately report on quarterly revenue and bookings to the Regional Vice-President.
  • Providing leadership in promoting, identifying, recommending, and implementing process improvements.
  • Managing the Professional Services team in crafting responses to RFPs, identifying and tracking opportunities, and participating in Business Development synergy meetings to ensure client account activities are communicated internally to other OpenText stakeholders.
  • Formulating and managing strategies and project plans, including: 1) Management of deliverables 2) Determination and tracking of project plans (including Work Breakdown Structures, timelines, resource plans, training plans, and any other related contractual milestones) 3) Regular project reviews and reporting 4) Ongoing risk, issue, and change management; applicable for both time and material and fixed fee engagements.
  • Engaging with Customer Senior Management and C-Level executives.
  • Marketing Professional Services to commercial and public sector accounts, including state and local governments, higher education institutions, and federal government agencies.

What it takes:

  • A University Degree or College Diploma and/or relevant IM/IT experience (5+ years) or equivalent.
  • At least 4 years of experience with IT systems.
  • Experience in managing teams and direct reports; ensuring objectives are met on time and within budget.
  • Expertise in complex business and technical processes and their implications across the enterprise. Knowledge of project management disciplines and processes.
  • Experience in selling Professional Services.
  • Familiarity with OpenText product offerings and the ability to align them with client business requirements.
  • Ability to apply standard methodologies to quickly evaluate and size an opportunity. Proficiency in assembling business requirements to OpenText modules and providing budgetary estimates.
  • Prior experience in planning and executing large-scale ECM projects.
  • At least two years of experience closing and directing engagements totaling at least $1 million in annual fees.
  • Previous experience as a senior manager in a major consulting organization is preferred.
  • Experience selling to and/or working with major corporations within the Central United States client base is preferred.
  • Strong presence and confidence, demonstrating professional maturity, with excellent communication skills and at least 5 to 10 years of relevant work experience.
  • Solid work ethic with a commitment to meeting client demands.
  • Willingness to travel, occasionally up to 3-4 days per week.

OpenText is dedicated to fostering diversity and inclusion, exceeding legal requirements, as evidenced by our Equal Employment Opportunity Statement of Policy, which promotes a respectful and empowering environment for employees of all backgrounds, cultures, national origins, races, colors, genders, gender identifications, sexual orientations, family statuses, ages, veteran statuses, disabilities, religions, or any other basis protected by applicable laws.

If you require assistance and/or a reasonable accommodation due to a disability during the application or recruitment process, please reach out to us. Our proactive approach encourages collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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