Customer Success Associate

2 months ago

Bucharest, Bucureşti, Romania opentext Full time

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.

The Opportunity

Digital Renewal Specialists at OpenText, are part of a global team of skilled and enthusiastic professionals who understand that their customers are experiencing unprecedented change. Your customers trust in you to help them solve their most pressing business problems and to support them in their Digital journey.

Your Impact

In this role, you are responsible for renewal tasks, customer facing or back end, such as customer 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 capabilities to existing small and medium size business, as part of a Digital Renewal Center with dedicated teams handling specific tasks. Specialists will handle tasks working closely with Sales, Services, Support, Legal and Finance to ensure customer satisfaction.

What the role offers

As part of this role, you may be tasked with a variety of responsibilities, including:

  • Customer Care/Triage: Triaging all internal and external renewal/subscription questions, which might involve directly answering inquiries or connecting with the appropriate teams for resolution.
  • Quoting: Managing a pipeline of renewals, including confirming configuration and pricing, and sending quotes to customers or partners. This work typically starts 120 days before the renewal expiration.
  • Order/Data Management: Modifying account information, processing orders, and ensuring the quality of data.
  • Outreach/Customer Retention: Obtaining renewal confirmations to ensure timely renewals, positioning quantity expansions, and mitigating potential cancellations.
  • Booking: Reviewing and processing renewals to ensure they are correctly booked.
  • Billing Arbitration: Working with customers, partners, billing, and collections to resolve credit, invoice, and payment issues, including addressing outstanding unpaid invoices.
  • Cancellation: Handling the cancellation, termination, deprovisioning, and crediting of renewals.

Please note that some of these responsibilities might vary or be adjusted based on the specific needs of the team and role.

What you need to succeed

  • Excellent written, oral, presentation, and communication skills.
  • Excellent critical thinking skills and the ability to handle complex tasks.
  • Strong communication and negotiation skills, uses sales and operational skills to process renewals and retain customers.
  • Good interpersonal skills to align, and foster, positive working relationships across the organization.
  • Ability to work under pressure to meet deadlines and provide timely updates on open requests via a ticketing system.
  • Willingness to work on mid-shift.
  • Preferred technical skills: experience with Microsoft Office & Salesforce.
  • Nice to have: SAP, Oracle Service Cloud, Cisco Telephony, Outreach, Salesloft.

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

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