Customer Success Manager

Job Title: Customer Success Executive (CSE) - HCL DX

Department: Client Success

Reports To: Director of DX Client Success

Job Summary: The Client Success Executive (CSE) is a crucial role focused on ensuring HCL DX customers achieve their desired outcomes and realize the full value of their investment. This individual will be responsible for actively engaging with customers throughout their lifecycle, proactively intervening to address challenges, providing timely support, and driving continuous improvement to foster long-term success and growth. This role requires a strong understanding of digital experience platforms, customer relationship management, and building lasting client relationships. The ideal candidate will have 5-10 years of experience in customer-facing roles, with preferable experience in supporting HCL DX (formerly IBM WebSphere Portal/DX) solutions. The CSE acts as a trusted advisor, advocate, and partner to customers throughout their lifecycle.

Responsibilities:

Customer Engagement and Relationship Management:

• Serve as the primary point of contact and trusted advisor for assigned HCL DX customers
• Understand customer's strategic goals and align HCL DX solutions to meet those objectives.
• Build and maintain strong, long-term relationships with key stakeholders, going beyond simple renewals.
• Establish regular communication and feedback mechanisms to ensure to address customer needs.

Onboarding and Adoption:

• Guide customers through onboarding, ensuring smooth implementation and initial adoption of HCL DX.
• Facilitate customer onboarding and enablement activities.
• Drive initial adoption and ensure customers achieve their first value milestones.

Value Realization and Expansion:

• Focus on delivering "Value & Outcomes" for customers by understanding their business needs and demonstrating how HCL DX contributes to their success.
• Conduct value assessments to showcase the benefits of HCL DX.
• Identify opportunities for use case expansion and adoption of deeper HCL DX features and capabilities.
• Work with customers to scale usage of the HCL DX platform.

Proactive Support and Intervention:

• Actively monitor customer health and identify potential risks or challenges.
• Proactively intervene to address customer issues and ensure a positive experience.
• Provide timely support and guidance to resolve customer inquiries and technical challenges.

Customer Success Planning and Execution:

• Develop and execute Customer Success Plans for assigned accounts, outlining key objectives, milestones, and activities.
• Formalize customer segmentation and launch customer success plays for high-touch customers.
• Follow established customer success processes and systems to ensure uniformity and efficiency.
• Create and deliver "Customer Success Play" presentations including value assessments and index utilization reports.

Collaboration and Internal Alignment:

• Collaborate with internal teams, including Sales, Product Management, and Support, to ensure customer satisfaction and success.
• Provide feedback to Product Management on customer needs and feature requests.
• Participate quarterly planning meetings with CSM Leads to review customer success plans and progress.

Renewal and Growth:

• Focus on fostering relationships beyond just securing renewals, aiming for long-term success and growth.
• Identify opportunities for growth service attachments.
• Contribute to gross renewal and expansion targets.

Digital Experience Expertise:

• Develop a strong understanding of the HCL DX platform and its capabilities, including content creation, APIs, cloud deployment, and security features.
• Understand how HCL DX helps build "Total Experiences" for customers, partners, and employees.
• Stay updated on new features, releases, and the HCL DX roadmap.
• Guide customers on leveraging HCL DX for various engagement plays such as Sessions Conversion, DX Upgrade, Move to Cloud Native, Adoption and Expansion, and Modernization.

Data Analysis and Reporting:

• Utilize CRM and other tools (e.g., ChurnZero) to track customer interactions, health metrics, and progress against success plans.
• Identify key performance indicators (KPIs) such as Time to First Value, Time to Use-Case adoption, Customer health score, and NPS/CES.
• Provide regular reports on customer success metrics and outcomes.

Key Skills:

• Customer Relationship Management (CRM): Proficient in using CRM systems to manage customer interactions, track progress, and identify opportunities.
• Communication Skills: Excellent verbal and written communication skills, including presenting complex information clearly and concisely. German-speaking.
• Interpersonal Skills: Strong ability to build rapport, establish trust, and develop strong relationships with customers at all levels.
• Problem-Solving Skills: Ability to identify and analyze customer challenges and proactively develop solutions.
• Technical Aptitude: Understanding digital experience platforms, web technologies, and cloud environments is highly preferred. Familiarity with HCL DX (formerly IBM WebSphere Portal/DX) is also highly desired.
• Business Acumen: Understanding of business drivers, customer value, and the ability to align technical solutions with business outcomes.
• Project Management Skills: Managing multiple customer engagements simultaneously and driving projects to completion.
• Sales and Growth Mindset: Ability to identify opportunities for expansion and upselling within existing customer accounts.
• Presentation Skills: Ability to create and deliver compelling customer presentations on value assessments, success plans, and product updates.
• Analytical Skills: Ability to analyze customer data, identify trends, and develop data-driven strategies for customer success.
• Proactive Approach: Ability to anticipate and proactively address customer needs and challenges.
• Collaboration: Ability to work effectively with cross-functional teams to ensure a seamless customer experience.

Working Conditions: Primarily office-based, with up to 50% of the travel to customer sites. Ability to work flexible hours as needed.