Senior Client success Manager

1 month ago

Gurugram, India NTT DATA Full time

Title: Senior Client success Manager- SI / Telecom/ Data Center industry

Location: Gurgaon

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

Required Experience:

  • Demonstrable 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.
  • Demonstrable subject matter and services product expertise within sales and operations
  • Demonstrable experience in a Managed Services and/or Outsourcing environment.
  • Demonstrable experience for at least 1 year as Account P&L lead for large managed services / IT outsourcing contracts in a recognised IT services company


About the role:

• The Principal Client Success Specialist is a quota bearing role and builds and maintains the client relationship to drive value for the client and increased lifetime value for NTT.

• This role is responsible for multiple large-scale or complex (multi-service) contracts for complex or strategically important 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.

Radford reference:

• Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.

• Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customer’s desired result.

• Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use.

• May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.


Key Roles and Responsibilities:

Client Nurture / Relationship:

• Develop and maintain the relationship with client representatives to C-suite level, being recognised as the client’s ‘trusted advisor’ at NTT

• 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

• Facilitate regular business reviews with the client


Job Description:

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 C-suite 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

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