Customer Success Executive (Domino)

HCLSoftware; Australia; On-site; AUD 140,000 - 150,000; Full time

Job summary

A leading company in software development is seeking a Customer Success Executive to manage renewals and enhance customer satisfaction. The role involves building strong relationships with clients, ensuring product adoption, and driving revenue growth. Ideal candidates should have extensive experience in client relationship management and a passion for delivering exceptional service. This position is open for Melbourne and Sydney locations.

Qualifications

• 5-10+ years experience in client relationship management.
• Specialized in digital transformation and software implementation.

Responsibilities

• Develop and implement product-related strategies to achieve high renewal rates.
• Build and maintain strong relationships with existing customers.

Skills

Communication

Customer Relationship Management

Analytical Mindset

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.

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

(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

revenue growth through successful renewals.

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

Qualifications:

• 5-10+ year’s 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:

CSEs will:

• 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. This collaboration will include the incumbent business partners when required.
• 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.
• 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.
• 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.

Candidate Data Privacy Notice

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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