Customer Success Manager @@ India

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 account team to develop account plans and renewal

strategies. This collaboration will include the incumbent business partners when

required.

- 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.

- Drive adoption and expansion of the product within the business

- Act as a product subject matter expert

- Architecture Discussion and Planning, including the adherence to the policies

and best practices of HCLSoftware

- Technical Enablement/Demonstration

- 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.

Qualifications:

- Bachelor's degree in business, Information Security, and Information Technology,

or a related field (or equivalent experience).

- Proven experience in software sales, account management, or customer

success, with a focus on renewals.

- Proficiency in understanding software products with their 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.