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Customer Experience Manager

2 meses atrás

São Paulo, São Paulo, Brasil Hclsoftware Tempo inteiro

Job Summary

As a Customer Experience Manager, 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.

Key Responsibilities

  1. Build and maintain strong relationships with existing customers, serving as their primary point of contact for product-related adoption, consumption, and renewal discussions.
  2. Proactively engage with customers to understand their evolving business and product needs, challenges, and future objectives.
  3. Conduct regular business reviews to demonstrate the value of our software products and identify opportunities for upselling and cross-selling.
  4. Collaborate with the account team to develop account plans and renewal strategies.
  5. 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.
  6. Work together with the Customer Journey team to monitor satisfaction, product usage, and adoption patterns to identify potential attrition risks and take proactive measures to mitigate them.
  7. Stay informed about industry trends, competitor offerings, and customer feedback to provide input into product development and enhancement initiatives.
  8. Collaborate with internal teams, including sales, marketing, product management, training, and customer support, to ensure a seamless customer experience.
  9. Maintain knowledge and adherence to the policies and best practices of HCL Software.
  10. Maintain accurate records of customer interactions and transactions in the CRM system.

Requirements

  1. Bachelor's degree in business, information technology/security, or a related field (or equivalent experience).
  2. Proficiency in understanding both software products with their licensing models, together with technical architectures and technology stacks.
  3. Strong communication skills, with the ability to build rapport and influence decision-making.
  4. Excellent customer relationship management skills, with a customer-centric mindset and a genuine passion for delivering exceptional service.
  5. Analytical mindset with the ability to leverage data and metrics to drive decision-making.
  6. Self-motivated, proactive, and able to work independently as well as part of a team.
  7. Excellent communication and interpersonal skills.
  8. Strong attention to detail and organizational abilities.
  9. Ability to work effectively in a team environment.
  10. Customer-centric mindset with a passion for delivering exceptional service.
  11. Previous experience in customer service or a client-facing role is advantageous.