PbClient Success Executive – HCL Digital Experience (DX) /b /ppbr/ppbRole Overview /b /ppbr/ppThe bClient Success Executive (CSE) /b plays a pivotal role in ensuring HCL DX customers achieve their strategic goals and realize the full value of their investment. Acting as a btrusted advisor and advocate /b, the CSE will engage customers throughout their lifecycle—driving adoption, delivering measurable business outcomes, and fostering long-term partnerships. /ppThis role demands a blend of bcustomer relationship management, strategic thinking, and technical understanding /b of digital experience platforms. The ideal candidate has b5–10 years of experience /b in customer-facing roles, ideally within enterprise software or with prior exposure to bHCL DX (formerly IBM WebSphere Portal/DX) /b. /ppbr/ppbKey Responsibilities /b /ppbr/ppb1. Customer Engagement Relationship Management /b /ppbr/pulliServe as the primary point of contact and trusted advisor for assigned HCL DX customers. /liliUnderstand customer business objectives and align HCL DX solutions to deliver measurable outcomes. /liliBuild and maintain strong, long-term relationships with key stakeholders. /liliEstablish structured communication and feedback mechanisms to proactively address customer needs. /li /ulpbr/ppb2. Onboarding Adoption /b /ppbr/pulliLead customers through onboarding, ensuring a smooth implementation and early adoption of HCL DX. /liliFacilitate enablement sessions and guide customers toward achieving their initial success milestones. /liliMonitor adoption progress and identify opportunities to accelerate time-to-value. /li /ulpbr/ppb3. Value Realization Expansion /b /ppbr/pulliConduct value assessments to demonstrate how HCL DX drives customer success. /liliIdentify and promote additional use cases and advanced HCL DX capabilities. /liliCollaborate with customers to expand platform usage and adoption. /li /ulpbr/ppb4. Proactive Support Customer Health /b /ppbr/pulliContinuously monitor customer health metrics to identify risks or potential challenges. /liliIntervene proactively to resolve issues and ensure a positive customer experience. /liliPartner with internal support teams to provide timely solutions and guidance. /li /ulpbr/ppb5. Customer Success Planning /b /ppbr/pulliDevelop and execute bCustomer Success Plans /b that define objectives, milestones, and engagement strategies. /liliSegment customers and tailor success plays for high-touch accounts. /liliDeliver customer success presentations and utilization reports to highlight value achieved. /li /ulpbr/ppb6. Cross-Functional Collaboration /b /ppbr/pulliWork closely with bSales, Product Management, and Support /b teams to drive customer satisfaction. /liliShare insights and feedback to inform product development and roadmap planning. /liliParticipate in quarterly reviews with Customer Success leadership to assess progress and refine strategies. /li /ulpbr/ppb7. Renewal Growth /b /ppbr/pulliDrive customer retention by fostering long-term relationships focused on value, not just renewal. /liliIdentify upsell and cross-sell opportunities that align with customer goals. /liliContribute to renewal and expansion targets by reinforcing HCL DX’s business impact. /li /ulpbr/ppb8. Digital Experience Expertise /b /ppbr/pulliMaintain a deep understanding of HCL DX capabilities—content creation, APIs, cloud deployment, and security. /liliAdvise customers on leveraging DX for initiatives such as modernization, migration to cloud-native environments, and user engagement optimization. /liliStay updated on product updates, new features, and best practices. /li /ulpbr/ppbQualifications /b /ppbr/pulli5–10 years of experience in bCustomer Success, Account Management, or Consulting /b roles. /liliStrong background in bDigital Experience platforms /b or bEnterprise Software solutions /b. /liliProven ability to engage senior stakeholders and drive measurable outcomes. /liliExcellent communication, presentation, and problem-solving skills. /liliFamiliarity with bHCL DX /b or bIBM WebSphere Portal/DX /b is highly preferred. /li /ul