Client Success Manager

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The Senior Client Success Specialist is an advanced subject matter expert, responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for the organization.
This role is responsible for multiple medium-to-large or diverse (multi-service) contracts for larger clients. As the primary post-sale point of contact for clients they drive client-facing activity through the Client Success Management Charters of Adoption, Expansion and Renewal.
Acting as the clients’ trusted advisor they help the client realize value from their relationship with the organization and ensure the client’s relationship experience is a positive one.
This role is required to work in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.

What you'll be doing

Key Responsibilities:

Client Nurture / Relationship -

• Develops and maintains the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’.
• Ensures the client is able to interact successfully with the company and to optimize the engagement (measurable through improving CSAT).
• Acts as an escalation point for client issues which are not being resolved though standard process, facilitating a satisfactory client outcome with relevant resolver groups within the company.

Adoption Charter -

• Ensures the client is aware of and is successfully adopting offer features and increasing their usage of services (as appropriate).
• Proactively helps the client to realize demonstrable value from the offers and meet their original business (procurement) objectives.

Expansion Charter -

• Drives up-sell of existing offers/services and close the deals to achieve revenue targets.
• Identifies cross-sell opportunities (to extend company's footprint with the client) and facilitates engagement with Sales/GTM functions to engage the client on these opportunities.

Renewal Charter -

• Demonstrates the value delivered by the company throughout the lifetime of the contract and drives a successful and on-time renewal.
• Minimizes churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal process.

Client Success Practice -

• Be an active member of the Regional and Global CS Management practice (including adopting standard methodologies, platforms/tools, KPIs, best practice activity, sharing experiences with the community).
• Responsible for Data Quality Management within own client portfolio.
• Builds and maintains Client Success Management skills and operating knowledge.
• Builds and maintains an up-to-date knowledge of company offers.

Knowledge and Attributes:

• Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
• Advanced account planning and stakeholder mapping and management techniques.
• Ability to interpret a client’s business strategy / plans and understand opportunities for company solutions/services.
• Advanced knowledge of company offers and services, including the core functionality and features, linkage within organization's service portfolio, pricing structures, client benefits.
• Ability to provide an external industry viewpoint (including industry insights, technology trends and competitor landscape) and to highlight company's expertise and differentiated offerings and position “partnership” offerings with the client.
• Advanced sales skills (consultative selling and negotiation) with the ability to identify up-sell opportunities and close resulting deals.
• Ability to execute on-time renewals with minimum volume or price churn.
• Strong knowledge and understanding of IT service environment, service operations and ITIL practices.
• Advanced understanding of company’s high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
• Advanced understanding of company’s billing processes and client invoicing linked to contracted services.
• Advanced understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations.
• Advanced understanding of contracts and contract management; with the ability to maintain the contract, to discuss with the client and understand how to position as a value exchange.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in information technology or sales or a related field.
• Certification and working knowledge of ITIL practices.
• Additional relevant vendor certifications are advantageous.

Required Experience:

• Advanced experience in a client-facing role in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment.
• Advanced subject matter and services product expertise within sales and operations.
• Advanced experience in a Managed Services and/or Outsourcing environment.
• Advanced experience as Operations /Delivery Manager, Account Executive, Solutions Consultant/Service architect for medium to large managed services contracts for enterprise clients.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.