Senior Associate Specialist

4 weeks ago

Mumbai, India NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion â itâs a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. Itâs about expanding your skills and expertise in your current role and preparing yourself for future advancements. Thatâs why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Senior Associate Client Success Specialist is a developing subject matter expert, responsible with supporting the build and maintenance of the client relationship to drive value for the client and increased lifetime value for the organization.

This role is responsible for multiple small-to-medium scale or simple (single-service) contracts. As the primary post-sale point of contact for clients they drive client-facing activity through companyâs Client Success Management Charters of Adoption, Expansion and Renewal.

Acting as the clientsâ trusted advisor they help the client realize value from their relationship with the company and ensure the clientâs 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 clientâs âtrusted advisorâ.
  • 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 organization.

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 meets their original business (procurement) objectives.

Expansion Charter -

  • Drives up-sell of existing Offers/services and closes the deals to achieve revenue targets.
  • Identifies cross-sell opportunities (to extend NTTâs 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 organization throughout the lifetime of the contract and drive 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's offers.


Knowledge and Attributes:

  • Good interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
  • Developing account planning and stakeholder mapping and management techniques.
  • Ability to interpret a clientâs business strategy / plans and understand opportunities for company solutions/services.
  • Knowledge of organizational offers and services, including the core functionality and features, linkage within NTTâs 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 company âpartnershipâ offerings with the client.
  • Solid 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.
  • Good knowledge and understanding of IT service environment, service operations and ITIL practices.
  • Understanding of company's high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
  • Understanding of organizationâs billing processes and client invoicing linked to contracted services.
  • Understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations.
  • 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:

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


Required Experience:

  • Moderate level 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.
  • Subject matter and services product expertise within sales and operations.

#GlobalDataCentersCareers

Workplace type:

Hybrid Working

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. Accelerate your career with us. Apply today

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