Customer Experience Executive - Appscan

Expert in IT & Sales Leadership Recruitment | Talent Acquisition Strategist

Role:
Customer Experience Executive (CEE)

Product:
App Scan

As an App Scan Customer Experience Executive (CEE), you will play a vital role in managing and growing the renewals business for HCL. You will work closely with our most valued “High Touch” customers and other App Scan clients to ensure their continued satisfaction with the product, maximizing renewal rates, and driving customer success. Your primary responsibilities will be to foster strong customer relationships, ensure effective product adoption, identify growth opportunities, manage attrition risks, and contribute to revenue growth.

• Develop and Execute Renewal Strategies
  :
  Design and implement strategies to drive high renewal rates, minimize customer attrition, and enhance product satisfaction.
• Build Strong Customer Relationships
  :
  Serve as the primary point of contact for existing customers, facilitating product adoption, consumption, and renewal discussions.
• Engage Proactively
  :
  Understand evolving customer needs, business challenges, and future goals to continuously align App Scan solutions with their objectives.
• Onboarding and Customer Health
  :
  Lead the onboarding process for new customers and nurture relationships with existing ones by delivering relevant resources, communications, and regular health checks.
• Business Reviews
  :
  Conduct regular business reviews to demonstrate the value of App Scan and identify opportunities for upselling and cross-selling.
• Collaborate for Success
  :
  Work closely with the fractal management team, Renewal Managers, business partners, and Client Directors to develop account plans, renewal strategies, and negotiate favorable renewal terms in line with HCL Software policies.
• Monitor Adoption and Mitigate Risks
  :
  Collaborate with the Customer Journey team to track product usage, identify potential attrition risks, and take proactive measures to prevent customer churn.
• Stay Informed on Industry Trends
  :
  Keep up-to-date with Application Security trends, competitor offerings, and customer feedback, contributing to product development and enhancements.
• Collaborate with Internal Teams
  :
  Work across functions like sales, marketing, customer support, product management, and training to ensure a seamless customer experience.
• Licensing Expertise
  :
  Serve as the App Scan subject matter expert for licensing-related topics, guiding customers and internal teams on licensing models and terms.
• Adhere to Policies and Best Practices
  :
  Ensure compliance with HCL Software policies and best practices in all customer interactions and activities.

• Bachelor's degree in business, marketing, software development, or a related field (or equivalent experience).
• Familiarity with Application Security and Software Development tools, trends, and use cases.
• Proven experience in software sales, account management, or customer success with a focus on renewals and customer retention.
• Ability to understand App Scan implementation plans, licensing models, technical architectures, and related technology stacks.
• Strong communication skills with the ability to build rapport, influence decisions, and cultivate customer relationships.
• Customer-centric mindset with a passion for delivering exceptional service and driving customer success.
• Results-driven, with a track record of meeting or exceeding renewal targets.
• Analytical mindset with the ability to leverage data and metrics to drive informed decision-making.
• Familiarity with CRM software and sales.
• Self-motivated, proactive, and able to work independently.
• Strong teamwork and collaboration skills, with the ability to work effectively across various teams.

English & Polish

Mid-Senior level

Full-time

Software Development