Customer Success Associate

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.

This role is responsible for the post-sale relationship, securing annual renewals, and upselling/cross selling our data security and data protection products in our small business segment. A typical day includes working with a high volume of customers, balancing time constraints with customer needs, ensuring on-time renewals, presenting and closing upsell opportunities, while also passing along cross sell opportunities to our sales teams. The ideal candidate for this role can quickly prioritize and resolve customer issues while maintaining strong customer relationships.

The Customer Success Associate will interact and support a variety of customers, located around the world, over the phone and by email. Success in this role will require your ability to serve our customers, identify upsell opportunities and establish trusted relationships with key customers quickly and effectively.

If you’re a strong communicator, sales minded, highly organized, enthusiastic problem solver, and passionate about business and technology solutions, this may be a great fit for you.

You Are Great At:

• Renew customer annual contracts on time.
• Retain and grow customers by building trusted relationships with business owners.
• Act as a single point of contact for both your customers and our internal resources with the goal of coordinating efforts to solve customer issues and grow the business.
• Efficiently manage a high volume of customers with varying needs.
• Support domestic and international customers with a high level of professionalism and integrity.
• Demonstrate excellent communication skills as you interact with customers.
• Work cross-organizationally as part of the regional team.
• Learn Webroot and Carbonite product offerings, deployment use cases and business models.

What It Takes:

• Gain on the job experience working in a customer facing advocate and renewal sales role
• Strong and effective verbal, written, presentation, and interpersonal communication skills.
• Strong business acumen with ability to learn product feature/functionality and the aptitude to speak intelligently about both.
• Ability to self-direct your efforts and work proactively with your clients
• Positive, can-do approach to solving problems as they arise.
• Collaborative approach to working with people, including colleagues and customers.
• Calm and determined demeanor even when under pressure.
• Existing Knowledge of or desire to learn:
  • Salesforce.com
  • Information Technology, backup, and Internet Security industry.
  • Software-as-a-service offerings (SaaS)
  
  

Qualifications and Skills:

• Excellent written and verbal communication skills
• Proficiency in Microsoft Word/Excel/Outlook
• Salesforce experience recommended but not required
• Attention to detail, team mentality and a positive attitude

Estimated Base Salary $40,000-$55,000 USD

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.