Client Success Executive – HCL Digital Experience (DX)
Role Overview
The Client Success Executive (CSE) plays a pivotal role in ensuring HCL DX customers achieve their strategic goals and realize the full value of their investment. Acting as a trusted advisor and advocate, the CSE will engage customers throughout their lifecycle—driving adoption, delivering measurable business outcomes, and fostering long-term partnerships.
This role demands a blend of customer relationship management, strategic thinking, and technical understanding of digital experience platforms. The ideal candidate has 5–10 years of experience in customer-facing roles, ideally within enterprise software or with prior exposure to HCL DX (formerly IBM WebSphere Portal/DX).
Key Responsibilities
1. Customer Engagement & Relationship Management
* Serve as the primary point of contact and trusted advisor for assigned HCL DX customers.
* Understand customer business objectives and align HCL DX solutions to deliver measurable outcomes.
* Build and maintain strong, long-term relationships with key stakeholders.
* Establish structured communication and feedback mechanisms to proactively address customer needs.
2. Onboarding & Adoption
* Lead customers through onboarding, ensuring a smooth implementation and early adoption of HCL DX.
* Facilitate enablement sessions and guide customers toward achieving their initial success milestones.
* Monitor adoption progress and identify opportunities to accelerate time-to-value.
3. Value Realization & Expansion
* Conduct value assessments to demonstrate how HCL DX drives customer success.
* Identify and promote additional use cases and advanced HCL DX capabilities.
* Collaborate with customers to expand platform usage and adoption.
4. Proactive Support & Customer Health
* Continuously monitor customer health metrics to identify risks or potential challenges.
* Intervene proactively to resolve issues and ensure a positive customer experience.
* Partner with internal support teams to provide timely solutions and guidance.
5. Customer Success Planning
* Develop and execute Customer Success Plans that define objectives, milestones, and engagement strategies.
* Segment customers and tailor success plays for high-touch accounts.
* Deliver customer success presentations and utilization reports to highlight value achieved.
6. Cross-Functional Collaboration
* Work closely with Sales, Product Management, and Support teams to drive customer satisfaction.
* Share insights and feedback to inform product development and roadmap planning.
* Participate in quarterly reviews with Customer Success leadership to assess progress and refine strategies.
7. Renewal & Growth
* Drive customer retention by fostering long-term relationships focused on value, not just renewal.
* Identify upsell and cross-sell opportunities that align with customer goals.
* Contribute to renewal and expansion targets by reinforcing HCL DX’s business impact.
8. Digital Experience Expertise
* Maintain a deep understanding of HCL DX capabilities—content creation, APIs, cloud deployment, and security.
* Advise customers on leveraging DX for initiatives such as modernization, migration to cloud-native environments, and user engagement optimization.
* Stay updated on product updates, new features, and best practices.
Qualifications
* 5–10 years of experience in Customer Success, Account Management, or Consulting roles.
* Strong background in Digital Experience platforms or Enterprise Software solutions.
* Proven ability to engage senior stakeholders and drive measurable outcomes.
* Excellent communication, presentation, and problem-solving skills.
* Familiarity with HCL DX or IBM WebSphere Portal/DX is highly preferred.