Customer Success Executive For Hcl Digital Experience

Client Success Executive – HCL Digital Experience (DX)Role OverviewThe 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 Responsibilities1. 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.