Job Description

QUALIFICATION:

Summary of position:
HCL P&P is looking for Customer Success Managers to drive renewal and license revenue in existing customer accounts. This position will be responsible for all aspects of customer-related activity for a specified set of accounts. This will include customer outreach, cross-portfolio product overviews and demonstrations, contract negotiation, and establishment of HCL as a new vendor with many customers. The right candidate should be able to work in a fast-paced, self-driven environment and produce results independently. 

Core Responsibilities:
•Manage end-to-end sales cycle for customer renewals (potentially managing up to 20+ contract renewals at a time) from onboarding to annual renewal invoicing.
•Collaborate with account manager and product teams on pricing and customer strategy.
•Introduce HCL Products business and immediate renewals as well as identify and pursue cross and up-sell opportunities for each customer.
•Manage through complex contracting process with customers and internal stakeholders to obtain final paperwork, driving and taking full responsibility for closure.
•Maintain accurate and clean customer records in CRM database, including all interactions, customer contacts, and product ownership information.
•Develop and maintain long-term customer relationships with ongoing communication and proactive customer interac

Core Responsibilities:
•Manage end-to-end sales cycle for customer renewals (potentially managing up to 20+ contract renewals at a time) from onboarding to annual renewal invoicing.
•Collaborate with account manager and product teams on pricing and customer strategy.
•Introduce HCL Products business and immediate renewals as well as identify and pursue cross and up-sell opportunities for each customer.
•Manage through complex contracting process with customers and internal stakeholders to obtain final paperwork, driving and taking full responsibility for closure.
•Maintain accurate and clean customer records in CRM database, including all interactions, customer contacts, and product ownership information.
•Develop and maintain long-term customer relationships with ongoing communication and proactive customer interactions between renewal periods.
•Influence customer lifetime value and longevity through greater customer satisfaction within customer base
•Increase renewal rates and reduce churn
•Manage customer escalations, issues, and build/drive resolution plan with customer and internal teams 
•Act as a champion for your clients internally in line with our companies strategic and financial goals 
•Work across internal teams to advocate for your customer base bringing concerns and victories to the teams 
•Alert Product Management of product features that need enhancement or new features or products that clients need to achieve their goals-share for like customers
•Track and report on account performance and produce regular renewal and upsell forecast updates (CRM)

SKILLS:

Domain Competencies-Bus. Process-Automotive-Customer Service