Manager, Client Success

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Your day at NTT DATA

The Manager, Client Success ensures that the Client Success Management strategy is achieved by leading a team of Client Success Specialists responsible for service delivery, lifecycle account management, and driving in-contract growth and renewals (with minimum churn). This is in pursuit of revenue and gross profit targets (for contracts within the Client Success Management account base) set out in the go-to-market services strategy.
They may additionally be responsible for the overall renewals target for their assigned account portfolio.

What you'll be doing

ESSENTIAL DUTIES & RESPONSIBILITIES

• Responsible for ensuring the implementation of client contract strategies and service delivery engagements which are aligned to the overall Client Success strategy and objectives, ensuring these are developed and executed in a consistent manner.

• Work closely with Client Success Management professionals and other client-facing stakeholders to ensure consistent and effective client engagements.

• Remain constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required.

• Develop and maintain relationships with key strategic clients to promote the value of NTT Ltd.'s Client Success Management offer and enhance understanding of clients’ strategic needs.

• Contribute to the development of Group Client Success Management strategy and oversees resulting regional delivery programs.

• Ensure alignment to the Client Success Management operating model and strategy across the regional Client Success Management community.

• Drive pro-active and collaborative membership of global Client Success Management community for their region, supporting practice initiatives and sharing local knowledge/best practice.

• Develop and maintain relationships with cross-functional NTT Ltd stakeholders to promote/evangelize the Client Success Management agenda.

• May be assigned direct management of client accounts, when needed.

KNOWLEDGE, SKILLS & ABILITIES

• Interpersonal skills with the ability to develop and maintain solid stakeholder relationships (across relevant NTT Ltd cross-functional teams and within client environments where necessary)

• Good communication skills (verbal and written) coupled with good questioning skills.

• Demonstrates tactical management and leadership skills and drives standards of performance.

• Strategic thinking ability coupled with good planning and execution skills.

• Understanding of financial statements and metrics, including revenue, expense control, and growth relative to market

• Ability to interpret complex data/reports, derive business insights and define relevant operating responses.

• Understanding of NTT Ltd high-level operating model (how we work and which functions are involved)

• Deep understanding of the NTT Ltd services business and commercial service offerings available

• Good knowledge and understanding of IT service environment, service operations and ITIL practices.

• Demonstrates an understanding of and the ability to position “partnership” offerings (i.e. Managed Services, Support Services, Consulting Services and Technical Services)

• Understanding of NTT’s approach to Client Success Management, including the strategic direction and operating model

#GlobalDataCentersCareers #LI-PD1

EDUCATION & EXPERIENCE

• Bachelor’s degree required.

• PMP certification strongly preferred.

• MBA preferred.

• 10 + years managing a client services or customer service team in the data center industry with experience managing medium and large accounts.

• Extensive experience and understanding of contract terms and conditions.

• Experience with and understanding of account service level agreements (SLAs).

PHYSICAL REQUIREMENTS

• Remain stationary for long periods of time.

• Operate computer, peripherals, and other office equipment

WORK CONDITIONS & OTHER REQUIREMENTS

• Perform work from a remote location with stable internet connection.

• Travel may be required

• Must be willing to work outside normal business hours, including weekends, late nights, holidays.

This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $107,400 - $155,700.

All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.

Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.

Workplace type:

Remote 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.