This is an IT support group | Senior Client Success Specialist
16 hours ago
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
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’ through periodic engagements.
Coordination of new client on-boarding responsibilities, including set-up of the client onto the Client Portals (plus other associated activities).
Ensures the client can interact successfully with the company and optimize the engagement (measurable through improving CSAT).
Preparation and implementation of client service meetings, audits, satisfaction surveys and tracking of service issues, quality assurance metrics, and complaints.
Acts as an escalation point for client issues, facilitating satisfactory outcomes with relevant resolver groups within the company.
Gathers and tracks client requirements and specifications, including changes throughout the life of the contract.
Documents and publishes meeting agendas and minutes, and tracks action items, owners, and due dates.
Control and management of the commercial client contribution, monitoring of ordering and billing processes and chasing outstanding payments.
Adoption Charter
Ensures the client is aware of and is successfully adopting offer features and increasing their usage of services.
Proactively helps the client to realize demonstrable value from the offers and meet their original business objectives.
Expansion Charter
Drives up-sell of existing offers/services and closes deals to achieve revenue targets.
Identifies cross-sell opportunities and facilitates engagement with Sales/GTM functions.
Renewal Charter
Demonstrates the value delivered by the company throughout the contract and drives a successful renewal.
Minimizes churn at renewal and seeks opportunities to drive up-sell/cross-sell.
Prepares status reports to keep management and clients informed of project status and renewal metrics.
Recommends process and procedure revisions for continuous improvement.
Client Success Practice
Be an active member of the Regional and Global CS Management practice.
Responsible for Data Quality Management within the client portfolio.
Respond to emergency situations at the data center and provide 24 x 7 support as needed.
Periodic travel to other NTT GDC locations, and client or vendor sites.
Builds and maintains Client Success Management skills and knowledge of company offers.
Knowledge and Attributes:
Excellent interpersonal skills with the ability to develop and maintain stakeholder relationships up to Management level.
Possess excellent problem-solving, critical thinking, client service, and communication skills.
Advanced account planning and stakeholder mapping techniques documented in Account Plans.
Ability to interpret a client’s business strategy and understand opportunities for company solutions.
Advanced knowledge of company offers and services, pricing structures, and client benefits.
Proficient with IT equipment and software systems, including MS Office.
Advanced sales skills with the ability to identify up-sell opportunities and close deals.
Strong knowledge and understanding of IT service environment and ITIL practices.
Understanding of contracts and contract management; able to maintain contracts and discuss value exchange.
Additional Requirements:
Bachelor’s degree or equivalent in information technology, sales, or a related field.
At least 6 – 8 years of experience in a client-facing role in a technical services company.
Advanced subject matter and services product expertise within sales and operations.
Workplace type:
Hybrid Working
About NTT DATA:
NTT DATA is a 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.
Equal Opportunity Employer:
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.
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