Manager, Renewal Support

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:

Reporting into the Renewals function, as the Manager, you will be responsible for overseeing the Renewal Support Specialist team which performs back-office functions and is typically non-customer facing and responsible for performing general and specific tasks related to the effective execution and support of the end-to-end renewal sales cycle processes.  This role requires exceptional leadership abilities, strong attention to detail, and a deep understanding of the renewal processes.

What the role offers:

• Manage and mentor a team of Renewal Support Specialists, providing guidance and support to ensure their success
• Set clear performance objectives, conduct regular performance evaluations, and implement training and development plans for team members
• Foster a collaborative and positive work environment, promoting teamwork and effective communication within the department
• Investigate and resolve escalated quoting, upsell and renewal booking issues
• Solve escalated ISV cases
• Log SMAX (IT Help) tickets where there are 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 and in accordance with local legal compliance and company policy requirements
• Assisting with complex renewal Quote Generation where issues arise and support the Renewal Account Representatives leadership team as and when required

What you need to succeed:

• 10-13 years of Industry experience post qualification. Preferably a graduate in Business Administration or equivalent degree
• Proven experience of 5+years in order administration or order management, preferably in a managerial capacity
• Strong knowledge of order processing systems and tools.
• Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team
• Exceptional attention to detail and accuracy
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Highly organized; detail oriented, and have the ability to shift easily between a variety of tasks with ease
• Proficiency in MS Office Suite and experience with order management software
• Salesforce & SAP experience in an asset

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.