Customer Success Executive For Hcl Digital Experience

Client Success Executive – HCL Digital Experience (DX)Role OverviewTheClient 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 atrusted 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 ofcustomer relationship management, strategic thinking, and technical understandingof digital experience platforms.The ideal candidate has5–10 years of experiencein customer-facing roles, ideally within enterprise software or with prior exposure toHCL DX (formerly IBM WebSphere Portal/DX).Key Responsibilities1. Customer Engagement & Relationship ManagementServe 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 & AdoptionLead 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 & ExpansionConduct 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 HealthContinuously 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 PlanningDevelop and executeCustomer Success Plansthat 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 CollaborationWork closely withSales, Product Management, and Supportteams 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 & GrowthDrive 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 ExpertiseMaintain 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.Qualifications5–10 years of experience inCustomer Success, Account Management, or Consultingroles.Strong background inDigital Experience platformsorEnterprise Software solutions.Proven ability to engage senior stakeholders and drive measurable outcomes.Excellent communication, presentation, and problem-solving skills.Familiarity withHCL DXorIBM WebSphere Portal/DXis highly preferred.