Strategic Client Liaison Specialist

This is a developing subject matter expert role responsible for supporting the build and maintenance of client relationships to drive value for clients and increase lifetime value for the organization.

The role involves multiple small-to-medium scale or simple contracts, acting as the primary post-sale point of contact for clients to drive client-facing activity through company's Client Success Management Charters of Adoption, Expansion and Renewal.

As a trusted advisor, this role helps clients realize value from their relationship with the company and ensures the client's relationship experience is positive.

The Senior Associate Client Success Specialist works in partnership with sales and client/service delivery management teams to deliver in-contract growth and successful on-time renewal.

Key Responsibilities:

• Develops and maintains relationships with client representatives up to Management level, recognized as the client's 'trusted advisor'.
• Ensures clients interact successfully with the company and optimize engagement (measurable through improving CSAT).
• Acts as an escalation point for client issues not being resolved through standard process, facilitating satisfactory client outcomes with relevant resolver groups within the organization.

Adoption Charter

Ensures clients are aware of and successfully adopt offer features and increase services usage (as appropriate). Proactively helps clients realize demonstrable value from offers and meets original business objectives.

Expansion Charter

Drives up-sell of existing offers/services, closes deals to achieve revenue targets. Identifies cross-sell opportunities (to extend NTT's footprint with the client) and facilitates engagement with Sales/GTM functions to engage the client on these opportunities.

Renewal Charter

Demonstrates value delivered by the organization throughout the contract lifetime and drives successful and on-time renewal. Minimizes churn (client, revenue, service) at renewal and seeks opportunities to drive up-sell / cross-sell as part of the renewal process.

Client Success Practice

Actively participates in 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 up-to-date knowledge of company's offers.

Knowledge and Attributes:

• Good interpersonal skills with 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 external industry viewpoint (including industry insights, technology trends and competitor landscape) and highlight company expertise and differentiated offerings.
• Solid sales skills (consultative selling and negotiation) with 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 high-level operating model and 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 in order to hold strategic client conversations.
• Understanding of contracts and contract management; with ability to maintain the contract, discuss with the client and understand how to position as a value exchange.

Academic Qualifications and Certifications:

• 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.

Required Experience:

• Moderate level experience in client-facing role in one or more of Sales, Service or Consultancy disciplines in large-scale (preferably multi-national) IT services environment.
• Subject matter and services product expertise within sales and operations.