What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree or equivalent in business, IT/security, or related field
- Proficiency in understanding software products, licensing models, technical architectures, and technology stacks
- Strong communication skills with the ability to influence decision-making
- Excellent customer relationship management skills with a customer-centric mindset and passion for exceptional service
- Analytical skills with the ability to leverage data for decision-making
- Self-motivated, proactive, independent and team-oriented
- Strong attention to detail and organizational abilities
- Previous experience in customer service or a client-facing role is advantageous
Nice to have
- Team player
- Customer-centric mindset
Day to day
- Manage and grow the renewals business for HCLSoftware products by ensuring continued customer satisfaction and high renewal rates
- Foster strong relationships with High Touch customers and other customers when needed by serving as the primary point of contact for product-related adoption, consumption, and renewal discussions
- Identify expansion opportunities and manage attrition risk by proactively engaging with customers and monitoring their satisfaction and product usage
- Drive revenue growth through successful renewals by collaborating with account teams, Renewal Managers, business partners, and Client Directors to develop account plans and negotiate renewal terms
- Provide input into product development and enhancement initiatives based on industry trends, competitor offerings, and customer feedback
- Maintain accurate records of customer interactions and transactions in the CRM system