Client Success Manager

Job description

Make an impact at NTT Global Data Centers Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported. Your role at a glance 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) What we are looking for 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: Excellent 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 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: Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience Certification and working knowledge of ITIL practices Additional relevant vendor certifications would be advantageous Required Experience: Seasoned 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. Seasoned subject matter and services product expertise within sales and operations Who we are As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.