Renewal Support Specialist

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity

Reporting to the Renewals function, the Sr. Renewal Support Specialist performs back-office functions and is typically a non-customer-facing role responsible for performing general and specific tasks related to the effective execution and support of the end-to-end renewal sales cycle processes. This may include at the non-exempt level, capture, entry, and organization of customer information, updating renewal opportunity & quote data, maintaining records and documentation, researching information, and coordinating work via pre-defined processes.

Interfaces with internal stakeholders, partners, and end customers to communicate status or resolve complex issues arising during or after the renewal sales cycle. Provides knowledge expertise to the company's operations community to optimize, simplify, and standardize the use of customer and renewal data for decision-making.

You are great at 

• Complete full and partial RMA’s (return material authorization),

• Create Zero Value Opportunities/Quotes where required,

• Investigate and resolve Premium Support issues,

• Solve ISV cases & where required create opportunities and quotes,

• Identify areas of automation opportunity and collaborate with cross-functional teams to find solutions

• Log SMAX (IT Help) tickets where there are complex complications,

• Provide testing support for IT releases,

• Ensure that both transactional and aggregated data are timely, accurate, organized and accessible.

• Ensure recorded transactions and customer information is appropriately secure and that data retrieval and reporting capabilities meet the needs of internal renewals, operational support, delivery and audit teams in accordance with local legal compliance and company policy requirements.

• Assisting with renewal Quote Generation where issues arise and supporting the Renewal Account Representatives as and when required

What it takes

• University degree with a recommended focus in business or finance or 4 years of relevant business experience.

• Typically 4 years of experience in a related field.

• Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required.

• Good working knowledge of internal processes and policies.

• Developed an understanding of local legal compliance issues.

• Advanced problem-solving and analytical skills.

• Great teamwork skills.

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 1-800-499-6544.