Customer success executive for HCL Digital Experience - como - HCLSoftware

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    Descrizione

    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.
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