Senior Associate Specialist

2 weeks ago

Mumbai, Maharashtra, India NTT Full time

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 Associate Client Success Specialist builds and maintains the client relationship to drive value for the client and increased lifetime value for NTT. The incumbent within 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 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.

What you'll be doing

Key Roles and Responsibilities:

Client Nurture / Relationship -

  • Develop and maintain the relationship with client representatives to Management level, being recognised as the client's 'trusted advisor' at NTT
  • Ensure the client is able to interact successfully with NTT and to optimise 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 realise 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
  • Minimise 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:

  • Good interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level
  • Basic 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
  • 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 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:

  • 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

Workplace type:

Hybrid 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.

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