At a Glance
- Tasks: Manage customer relationships and drive product renewals for HCL Software.
- Company: Join a leading software company focused on customer success.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Flexible locations in Melbourne and Sydney with a collaborative team culture.
- Why this job: Make a real impact by helping customers succeed with innovative software solutions.
- Qualifications: 5-10 years in client relations and digital transformation expertise.
The predicted salary is between 140000 - 150000 $ per year.
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. You will work closely with our most valued High-Touch customers, ensuring their continued product satisfaction and enabling maximum renewal rates. Your primary objectives will be to foster strong customer relationships with product stakeholders; ensure proper adoption of our products; identify expansion opportunities; early identification and management of attrition risk; and to drive revenue growth through successful renewals.
Locations: open for Melbourne and Sydney locations (East Coast of Australia)
Qualifications:
- 5-10+ years experience in client relationship and services quality management in large international organizations.
- Build and deliver compelling customer programs aiming at portfolio satisfaction, retention and development.
- Specialized in digital transformation, software implementation/adoption and projects focusing on change management, KPI and process improvements.
Responsibilities:
- Develop and implement product-related strategies to achieve high renewal rates and minimize attrition.
- Build and maintain strong relationships with existing customers, serving as their primary point of contact for product-related adoption, consumption, and renewal discussions.
- Proactively engage with customers to understand their evolving business and product needs, challenges, and future objectives.
- Conduct regular business reviews to demonstrate the value of our software products and identify opportunities for upselling and cross-selling.
- Collaborate with the fractal management team to develop account plans and renewal strategies.
- Work together with the Renewal Managers, business partners and Client Directors to negotiate renewal terms and pricing in alignment with customer expectations.
- Monitor product usage and adoption patterns to identify potential attrition risks and take proactive measures to mitigate them.
- Stay informed about industry trends, competitor offerings, and customer feedback to provide input into product development and enhancement initiatives.
- Collaborate with internal teams, including sales, marketing, product management, training, and customer support, to ensure a seamless customer experience.
- Maintain knowledge and adherence to the policies and best practices of HCL Software.
Skills:
- Proficiency in understanding both software products with their licensing models, together with technical architectures and technology stacks.
- Strong communication skills, with the ability to build rapport and influence decision-making.
- Excellent customer relationship management skills, with a customer-centric mindset and a genuine passion for delivering exceptional service.
- Analytical mindset with the ability to leverage data and metrics to drive decision-making.
- Self-motivated, proactive, and able to work independently as well as part of a team.
Customer Success Executive employer: HCLSoftware
HCL Software is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a focus on fostering strong customer relationships and driving product satisfaction, employees in the Customer Success Executive role will benefit from collaborative teamwork, access to industry-leading training, and opportunities for career advancement in vibrant locations like Melbourne and Sydney.
