Senior Client Success Specialist

1 week ago

India NTT DATA Full time

Title: Senior Client success Specialist

Location: Mumbai

Work format: Full time work from office

Travel: Yes

Experience: 10- 18 Years

Industry experience: Strong SI/ Data Center/ Telco Industry experience.

Must have skills: Renewals

Job Description:

The Senior Client Success Specialist is responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for NTT. 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 NTT's 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 NTT and ensure the client's relationship experience is a positive one. They are required to work in partnership with NTT's sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.

Key Roles and Responsibilities:

Client Nurture / Relationship:

  • Develop and maintain the relationship with client representatives to Management level, being recognized as the client's 'trusted advisor' at NTT
  • Ensure the client is able to interact successfully with NTT and to optimize the engagement (measurable through improving CSAT)
  • Act 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 NTT

Adoption Charter:

  • Ensure the client is aware of, and is successfully adopting Offer features and increasing their usage of services (as appropriate)
  • Proactively help the client to realize demonstrable value from the Offers and meet their original business (procurement) objectives

Expansion Charter:

  • Drive up-sell of existing Offers/services and close the deals to achieve revenue targets
  • Identify cross-sell opportunities (to extend NTT's footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities

Renewal Charter:

  • Demonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and on-time renewal
  • Minimize 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
  • Build and maintain Client Success Management skills and operating knowledge
  • Build and maintain an up-to-date knowledge of NTT's Offers

Knowledge, Skills and Attributes:

  • Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level
  • Account planning and stakeholder mapping and management techniques
  • Ability to interpret a client's business strategy / plans and understand opportunities for NTT solutions/services
  • Knowledge of NTT's Offers and services, including the core functionality and features, linkage within NTT'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 NTT's expertise and differentiated offerings and position NTT's "partnership" offerings with the client
  • Strong 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
  • Understanding of NTT's high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
  • Understanding of NTT's 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:

  • Bachelor's degree or equivalent in a related field
  • Certification and working knowledge of ITIL practices
  • Additional relevant vendor certifications would be 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

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