Client Success Manager

1 month ago

Bengaluru, Karnataka, India NTT Full time
About the Role

We are seeking a skilled Client Success Manager to join our team at NTT DATA. As a trusted advisor to our clients, you will be responsible for developing and maintaining strong relationships with client representatives, ensuring their success with our services, and driving growth through upselling and cross-selling opportunities.

Key Responsibilities
  • Develop and maintain relationships with client representatives to Management level, providing strategic guidance and support.
  • Ensure clients are able to interact successfully with our company, optimizing engagement and improving CSAT.
  • Act as an escalation point for client issues, facilitating satisfactory outcomes with relevant resolver groups.
  • Proactively help clients realize value from our offers, meeting their original business objectives.
  • Drive upsell of existing offers/services, closing deals to achieve revenue targets.
  • Identify cross-sell opportunities, engaging with Sales/GTM functions to expand our footprint with clients.
  • Demonstrate value delivered throughout the lifetime of contracts, driving successful and on-time renewals.
  • Minimize churn, seeking opportunities to drive up-sell/cross-sell during the renewal process.
  • Be an active member of the Regional and Global CS Management practice, adopting standard methodologies and sharing experiences with the community.
  • Responsible for Data Quality Management within the client portfolio.
  • Build and maintain Client Success Management skills and operating knowledge.
Requirements
  • 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 client business strategy/plans and understand opportunities for company solutions/services.
  • Knowledge of organizational offers and services, including core functionality and features, linkage within NTT's service portfolio, pricing structures, client benefits.
  • Ability to provide an external industry viewpoint, highlighting company expertise and differentiated offerings.
  • Solid sales skills, 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 organization'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.
Qualifications
  • Bachelor's degree or equivalent in information technology or sales or a related field.
  • Certification and working knowledge of ITIL practices.
  • Additional relevant vendor certifications advantageous.
Experience
  • Modest 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.
  • Must be available to work in North American shift timing.

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