Customer Experience Specialist

AppScan Customer Experience Executive (CEE)

Job Summary:[DB1]

As an AppScan Customer Experience Executive (CEE), you will be responsible for managing and growing the product-related aspects of the renewals business for HCL AppScan. You will work closely with our most valued “High Touch” customers and also other AppScan customers, ensuring their continued product satisfaction and enabling maximum renewal rates. Your primary objectives will be to foster strong customer relationships with product stakeholders (technical and business users), ensure proper adoption of AppScan, identify expansion opportunities, early identification and management of customer attrition risk, and drive revenue growth through successful renewals.

Responsibilities:

AppScan CEEs 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.
• Responsible for onboarding/nurturing new and existing customers by providing relevant assets and communications and setting up customer health checks and meetings.
• Conduct regular business reviews to demonstrate the value of our software products and identify opportunities for upselling and cross-selling.
• Collaborate with the fractal management team to develop account plans and renewal strategies. This collaboration will include the incumbent business partners when required.
• 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 HCLSoftware.
• 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.
• Stay informed about Application Security trends, competitor offerings, and customer feedback to provide input into product development and enhancement initiatives.
• Collaborate with internal teams, including sales, marketing, development, customer support, product management, and training to ensure a seamless customer experience.
• Act as an AppScan subject matter expert for all licensing-related topics.
• Maintain knowledge and adherence to the policies and best practices of HCLSoftware.

AppScan Customer Experience Executive (CEE)

Qualifications:

• 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, focusing on renewals and customer retention.
• Proficiency in understanding AppScan implementation plans, licensing models, technical architectures, and related technology stacks.
• Strong communication skills, with the ability to build rapport and influence decision-making.
• Excellent customer relationship management skills, a customer-centric mindset, and a genuine 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 decision-making.
• Familiarity with CRM software and sales tools.
• Self-motivated, proactive, and able to work independently and as part of a team.