Customer Experience Executive (Remote)

Job Summary: As a Customer Experience Executive (CEE), you will drive the adoption and growth of renewals for HCL Volt MX, Volt MX Go and Total Experience products and solutions. You will work closely with an existing portfolio of customers to ensure their continued success, maximize their renewal rates, and foster strong relationships with key stakeholders. Your primary objective will be to ensure proper product adoption, identify expansion opportunities, manage attrition risks early, and drive revenue growth through successful renewals.

Responsibilities:

• Build and maintain strong relationships with customers, serving as their primary contact and trusted advisor for production adoption and growth.
• Develop and implement strategies to achieve high renewal rates and minimize attrition.
• Proactively engage with customers to understand their evolving needs, challenges, and objectives.
• Conduct regular business reviews and workshops to demonstrate product value and identify upselling opportunities.
• Collaborate with the fractal management team and business partners to develop account plans and renewal strategies.
• Work with renewal managers, business partners, and client directors on positioning the value proposition of assigned products.
• Monitor customer usage and adoption patterns to identify and mitigate potential attrition risks.
• Maintain customer dashboards, health check scores, and build strategies to convert red and amber customers to green.
• Stay informed about industry trends, competitor offerings, and customer feedback to influence product development and enhancements.
• Develop a deep understanding of customer industry challenges and objectives, mapping HCL product features to demonstrate value and benefits.
• Collaborate with internal teams, including sales, marketing, and customer support, to ensure a seamless customer experience.
• Adhere to HCL Software policies and best practices.
• Act as a subject matter expert for all product and licensing-related topics.

Qualifications:

• Bachelor’s degree in technology, business, marketing, or a related field (or equivalent experience).
• Proven experience in software pre-sales, technical sales, account management, or customer success, focusing on renewals in the enterprise software industry.
• Experience with Low-Code/No-Code development platforms such as Volt MX, Kony Quantum, OutSystems, Power Apps, or Mendix is strongly preferred.
• Strong executive-level communication skills, with the ability to build rapport and influence decision-making.
• Excellent customer relationship management skills, with a customer-centric mindset and a passion for delivering exceptional service.
• Results-driven with a track record of meeting or exceeding renewal targets.
• Analytical mindset with the ability to leverage data and metrics to drive decisions.
• Familiarity with CRM software and customer success tools.
• Knowledge of the software industry and understanding of software licensing models is preferred.
• Proven effectiveness in leading and facilitating executive meetings and workshops.
• Self-motivated, proactive, and able to work independently.
• Ability to travel for customer/client meeting (around ME and Africa region)

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