Sr. Manager, Consumer Renewal Sales

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 Consumer Renewals Manager will lead the Consumer Sales strategy within the Consumer Sales team.

You Are Great At:

• Own the end-to-end Retention strategy – develop a cohesive, cross-platform plan that considers fluidity within the renewal experience (i.e. flux between Auto-Renewal, Manual Renewal, and ‘reacquisition’ of the customer)
• Identify process and automation improvement opportunities
• Lead optimization strategy for returning customer segment
• Develop and manage Renewal growth opportunities through KPIs unique to each LOB and retention path:
  • Auto-Renewal – Billing failures (and reasons), billing cycle optimization, Hard & Soft Cancels, AR Opt-out, billing retries, and card updater service enhancements
  • Manual renewal – renewal flow entry success, cart open/close rate, upsell/cross-sell take rate, ACV, etc.
  • Retail Renewal/Conversion – Same as a manual renewal but converting from retail to direct may require unique experience and KPIs may change depending on partnerships
  
  

What It Takes:

• Strong cross-functional relationship builder – the ability to lead cross-functional partners in the execution of key performance initiatives
• Understanding of legal requirements and implications related to recurring billing (North America, but includes state/province knowledge)
• Strong understanding of SAAS models/subscription products
• Experienced operating, successfully within complex organizations with multiple products, lines of business and stakeholders
• Deep interest in research and data analysis and ability to problem solve, with minimal guidance
• DTC and eCommerce experience
• Technical expertise - demonstrated capability to understand the underlying systems supporting the end-to-end renewal experience)
• Strong Sales acumen
• 5-7 years of direct renewal sales experience - including eCommerce (direct to customer via website), recurring billing (auto renewal), and converting customers from retail/partnerships after the initial purchase.

Communication

• Communicate trends, risks & recommendations to leadership and cross-functional teams, in order to adjust operational strategies in real-time (or as close as possible, considering resources) and lead the direction of the development of new retention initiatives
• Support the development and presentation of the business outcomes to stakeholders, with a view to assisting them to drive performance in their individual areas
• Provide critical business insights to other cross-functional teams (e.g. Marketing, Support, Finance, etc.)

Forecasting & Business Analysis

• Ability to use complex data sets to develop strategic insights strong business intuition and a deep understanding of how to leverage customer segmentation to drive customer retention.
• Skilled in performing quantitative analysis to create and articulate actionable recommendations across the organization that drive desired outcomes
• Partner with analytics teams to build actionable, repeatable, and accessible reports and dashboards to uncover leading indicators of customer churn and identify those trigger points in the customer journey

This job is expected to pay in the range of $95,000 to $160,000 USD in addition to a comprehensive and competitive group benefit and healthcare plan. Individual compensation will be determined based on skills and experience comparable to the job requirements.

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.