Job Description

As a Customer Success Executive (CSE), you will be responsible for managing and growing the product related aspects of the renewals business for HCL Software products.

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You will work closely with our most valued High-Touch customers, and other customers when required, ensuring their continued product satisfaction and enabling maximum renewal rates. Your primary objectives will be to foster strong customer relationships with product stakeholders

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(technical and business users if appropriate); ensure proper adoption of our products; identify expansion opportunities; early identification and management of attrition risk; and to drive

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revenue growth through successful renewals.

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Locations: open for Melbourne and Sydney locations (East Coast of Australia)

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Qualifications:

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- 5-10+ year's experience in client relationship and services quality management in large international organizations.
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- Build and deliver compelling customer programs aiming at portfolio satisfaction, retention and development.
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- Specialized in digital transformation, software implementation/adoption and projects focusing on change management, KPI and process improvements.
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Responsibilities:

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CSEs will:

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- Develop and implement product-related strategies to achieve high renewal rates and minimize attrition.
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- Build and maintain strong relationships with existing customers, serving as their primary point of contact for product-related adoption, consumption, and renewal discussions.
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- Proactively engage with customers to understand their evolving business and product needs, challenges, and future objectives.
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- Conduct regular business reviews to demonstrate the value of our software products and identify opportunities for upselling and cross-selling.
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- Collaborate with the fractal management team to develop account plans and renewal strategies.



This collaboration will include the incumbent business partners when required.
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- Work together with the Renewal Managers, business partners and Client Directors to negotiate renewal terms and pricing in alignment with customer expectations and the policies of HCL Software.
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- Work together with the Customer Journey team to monitor product usage and adoption patterns to identify potential attrition risks and take proactive measures to mitigate them.
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- Stay informed about industry trends, competitor offerings, and customer feedback to provide input into product development and enhancement initiatives.
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- Collaborate with internal teams, including sales, marketing, product management, training, and customer support, to ensure a seamless customer experience.
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- Maintain knowledge and adherence to the policies and best practices of HCL Software.
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Skills:

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- Proficiency in understanding both software products with their licensing models, together with technical architectures and technology stacks.
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- Solid communication skills, with the ability to build rapport and influence decision-making.
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- Excellent customer relationship management skills, with a customer-centric mindset and a genuine passion for delivering exceptional service.
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- Analytical mindset with the ability to leverage data and metrics to drive decision-making.
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- Self-motivated, proactive, and able to work independently as well as part of a team.
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Candidate Data Privacy Notice

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https://www.hcltech.com/candidate-privacy-notice

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Seniority level

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Seniority level





Mid-Senior leveln

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Employment type

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Employment type

Full-timen

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Job function

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Job function

Information Technologyn

Industries

Software Developmentn

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📌 Customer Success Executive (Domino) (New South Wales)
🏢 Hclsoftware
📍 New South Wales