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The Client Success Manager ensures that the Client Success Management strategy is achieved at a country level. This is in pursuit of country revenue and gross profit targets (for contracts within the Client Success Management account base) set out in the go-to-market services strategy. The Client Success Manager may also at times be required to operate as a Client Success Specialist due to the nature and size of the country. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results. Incumbents at the Director and Senior Director level typically manage other Customer Success managers. Incumbents at the Manager level may manage only individual contributors. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Working at NTT

Key Roles and Responsibilities:

Revenue

Accountable for the achievement of revenue and gross profit targets for the country through:

o In-contract growth by up-sell / cross-sell of NTT DATA services within the Client Success managed account base

o On-time renewals (with minimal client or price churn) for either all contracts within their country or those within the Client Success managed account base

Clients

· Accountable for development of client contract strategies which are aligned to the overall Client Success strategy and objectives, ensuring these are developed and executed in a consistent manner.

· Work closely with Software Asset Manager and Contract Managers 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 DATA's Client Success Management offer and enhance understanding of clients’ strategic needs

Global Client Success Management Practice

· Maintain an understanding of the Group Client Success Management strategy and oversee resulting country delivery programmes

· 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 country, supporting practice initiatives and sharing local knowledge/best practice

· Develop and maintain relationships with cross-functional NTT DATA stakeholders to promote/evangelise the Client Success Management agenda

Knowledge, Skills and Attributes:

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

· Excellent communication skills (verbal and written) coupled with good questioning skills

· Demonstrates leadership skills and drives standards of performance

· Strategic thinking ability coupled with strong 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 DATA high-level operating model (how we work and which functions are involved)

· Deep understanding of the NTT DATA services business and commercial service offerings available

· Strong 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

Required Experience:

· Demonstrable experience in a Managed Services and/or Outsourcing environment.

· Demonstrable experience in Service or Consultancy disciplines with a Sales mindset in a large scale (preferably multi-national) IT services environment in a client-facing.

· Significant experience in sales and client engagements within a commercial service offering environment

Skills Summary

Account Planning, Churn Models, Contract Management, Contract Renewals, Customer Relationship Management (CRM), Customer Retentions, Customer Success, Service Excellence

Workplace type :

Hybrid Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.