Stream Leader – Customer Experience Transformation

Stream Leader – Customer Experience Transformation Customer success executive for 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. 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. #J-18808-Ljbffr