Customer Relationship Manager

Waterloo, Ontario, CANusvia direct

// Job Type

Full Time

// Salary

Not disclosed

// Posted

3 weeks ago

About the Role

Hiring Manager: Lucy RodriguezTalent Acquisition Advisor: Laura DeLucaJob Code Level: SRP3Refer Your Friends! 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 are hiring talent AI can't replace to help us shape the future of information management. Join us. YOUR IMPACT In this highly visible role, you’ll own the strategic direction and end-to-end relationship for a portfolio of large, multinational clients. As a trusted advisor and advocate, you’ll build strong executive relationships, manage account P&L, and uncover opportunities to expand and grow the business. Your leadership will directly influence customer satisfaction, retention, and long-term revenue growth.YOU ARE GREAT AT As a Customer Relationship Manager, you are the primary owner of the client relationship—balancing strategy with operational excellence. You confidently manage day-to-day account oversight, including reviewing and approving revenue-related and contractual matters such as renewals, upsell opportunities, billing accuracy, collections, and revenue recognition.You are a calm, curious problem-solver who thrives under pressure and brings people together to achieve shared outcomes. You naturally collaborate across teams, navigate complexity with ease, and serve as the trusted escalation point for issues that could impact customer satisfaction or revenue performance.Partnership and Collaboration: You build strong partnerships across the organization, influencing outcomes through collaboration and trust rather than escalation.Cross-Functional Relationships: You establish and maintain close working relationships with Billing, Accounts Receivable and Collections, Revenue Recognition, Deal Desk, Contracts, Sales Operations, and Cancellations teams.Field Collaboration: You work in lockstep with Field Sales, Professional Services, and Customer Support teams to ensure alignment, accountability, and a consistent, high-quality customer experience.WHAT THE ROLE OFFERSActs as the primary OpenText (OT) representative for assigned customers, managing all customer-facing communications, including executive-level interactions Partners closely with Field Sales to align and execute account strategies Leads issue and risk resolution, organizing cross-functional efforts and driving issues to closure while escalating when appropriate Owns customer satisfaction from contract execution through steady-state delivery, including change management, service-level reporting, and revenue growth initiatives Regularly reviews client agreements, monitors service utilization, and leads renewal negotiations Develops, forecasts, and tracks revenue performance against targets, proactively mitigating risks and anomalies Establishes account governance, risk management frameworks, and a proactive communication cadence Owns the remediation of all billing and revenue recognition discrepancies through final resolution Proactively identifies expansion opportunities and aligns OpenText solutions to customers’ strategic objectives Partners with Sales, Professional Services, and Support to ensure delivery excellence and long-term relationship growth Achieves annual organic growth targets within assigned accountsWHAT YOU NEED TO SUCCEED5+ years of experience managing a diverse portfolio of enterprise-level customer accounts Exceptional interpersonal skills with a proven ability to influence and manage complex relationships across a matrix organization Strong customer-facing background, balancing proactive engagement with effective issue resolution Demonstrated leadership experience guiding project managers, account managers, or technical teams through influence and collaboration Ability to navigate complex customer challenges across multiple functional areas Experience in Sales and/or Solution Consulting, with exposure to Finance or Revenue operations preferred Working knowledge of EDI solutions, customer operations, and production support environments Bachelor’s degree in Business Administration, Management Information Systems, or a related field Strong negotiation skills for complex B2B solutions involving scope, cost, and deliverables Proven ability to build executive-level relationships and drive cross-functional collaboration Highly organized, detail-oriented, proactive, and results-driven Proficiency in Microsoft Office, SAP, project delivery tools, and financial/reporting scorecardsONE LAST THING OpenText is more than a global technology leader—we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter. OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our <a href="https://www.opentext.com/assets/documents/en-US/pdf/opentext-equal-employment-opportunity-statement-of-policy-us-en.pdf">Equal Employment Opportunity Statement of Policy</a> which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket at <a href="https://help.opentext.com/portal/site/selfservice?customView=newTicket">Ask HR</a>. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace. Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.Salary Range: $66,710 - $109,595 Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.

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