Digital Renewal Specialist (with German)

OPENTEXT - THE INFORMATION COMPANY

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.

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.

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

The Digital Renewal Center (DRC) at OpenText is looking for self-driven, enthusiastic sales and client retention-minded renewal representatives. You will join a global team of skilled and enthusiastic professionals who understand that their clients are experiencing unprecedented change. Our ongoing goal is to improve on-time renewal, simplify client renewal experience, embrace technology to improve productivity and efficiency, and to protect OpenText's contract base. In this role, you are responsible for renewal tasks, client facing or back end, such as client care, communication triage, quoting, order configuration, data management, renewal confirmation, quantity expansions, cancellation mitigation, booking and billing arbitration.

You will promote Open Text's solutions, support, and services capabilities. Through direct and indirect activities, you will market our offerings to existing small and medium-sized businesses, as part of a Digital Renewal Center with dedicated teams handling specific tasks. The ideal candidate for this role can quickly prioritize and resolve clint issues while maintaining strong client relationships.

What the role offers

• Managing service requests received from Internal & External clients and its timely resolution.
• Contract renewal pricing and quote preparation.
• Purchase Order Bookings and resolving booking failures.
• Managing a pipeline of renewals to be quoted 120 days prior to expiration along with sending the quote to the client or partner.
• Modifying account information, orders and checking data quality.
• Perform outreach to clients to obtain renewal confirmations for on-time renewals, along with positioning upsells/expansions.
• Cancelling, terminating, deprovisioning and crediting renewals per client request and manager's approval.
• Route support requests received through our ticketing system and direct requests to the appropriate service team for resolution.
• Interacting with clients, partners, billing and collections on credit, invoice and payment issues along with addressing outstanding unpaid invoices.
• Act as point of contact for assigned clients under minimal supervision with latitude for independent judgment.
• Negotiating with clients to reach mutual agreement for solutions to customer issues.

What you need to succeed

• Self-driven, organized, highly adaptive, detail oriented and willing to learn.
• Good written and verbal communication skills in both English and German.
• Provide timely updates on open requests via a ticketing system.
• Coordinate with other OpenText experts as needed to expedite timely resolution
• Apply best practices to help our clients and employees minimize operational risks and avoid common pitfalls.
• Work well under pressure to meet deadlines.
• Demonstrate autonomy, ownership, and execution.
• Demonstrate critical thinking to analyze and resolve customer issues quickly.
• Experience in a customer-facing role, Sales or Customer Success Management preferred Qualifications.
• Bachelor's degree in any preferred major or equivalent work experience.
• 2-3 years of experience in Customer Success, Sales and/or Account Management, preferred.
• Experience with Microsoft Office is necessary with experience in Salesforce.com, SAP, or Oracle Service Cloud, preferred.

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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.