Client Success Manager

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

The Client Success Manager ensures that the Client Success Management strategy is achieved at a country level. This is in pursuit of country revenue and gross profit targets (for contracts within the Client Success Management account base) set out in the go-to-market services strategy. The Client Success Manager may also at times be required to operate as a Client Success Specialist due to the nature and size of the country. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results. Incumbents at the Director and Senior Director level typically manage other Customer Success managers. Incumbents at the Manager level may manage only individual contributors. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

**Working at NTT**

**Key Roles and Responsibilities**:

- Revenue_

Accountable for the achievement of revenue and gross profit targets for the country through:

- In-contract growth by up-sell / cross-sell of NTT DATA services within the Client Success managed account base
- On-time renewals (with mínimal client or price churn) for either all contracts within their country or those within the Client Success managed account base
- Clients_
- Accountable for development of client contract strategies which are aligned to the overall Client Success strategy and objectives, ensuring these are developed and executed in a consistent manner.
- Work closely with Software Asset Manager and Contract Managers to ensure consistent and effective client engagements
- Remain constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required
- Develop and maintain relationships with key strategic clients to promote the value of NTT DATA's Client Success Management offer and enhance understanding of clients’ strategic needs

**Global Client Success Management Practice**
- Maintain an understanding of the Group Client Success Management strategy and oversee resulting country delivery programmes
- Ensure alignment to the Client Success Management operating model and strategy across the regional Client Success Management community
- Drive pro-active and collaborative membership of global Client Success Management community for their country, supporting practice initiatives and sharing local knowledge/best practice
- Develop and maintain relationships with cross-functional NTT DATA stakeholders to promote/evangelise the Client Success Management agenda

**Knowledge, Skills and Attributes**:

- Interpersonal skills with the ability to develop and maintain solid stakeholder relationships (across relevant NTT DATA cross-functional teams and within client environments where necessary)
- Excellent communication skills (verbal and written) coupled with good questioning skills
- Demonstrates leadership skills and drives standards of performance
- Strategic thinking ability coupled with strong planning and execution skills
- Understanding of financial statements and metrics, including revenue, expense control, and growth relative to market
- Ability to interpret complex data/reports, derive business insights and define relevant operating responses
- Understanding of NTT DATA high-level operating model (how we work and which functions are involved)
- Deep understanding of the NTT DATA services business and commercial service offerings available
- Strong knowledge and understanding of IT service environment, service operations and ITIL practices
- Demonstrates an understanding of and the ability to position “partnership” offerings (i.e. Managed Services, Support Services, Consulting Services and Technical Services)
- Understanding of NTT’s approach to Client Success Management, including the strategic direction and operating model

**Required Experience**:

- Demonstrable experience in a Managed Services and/or Outsourcing environment.
- Demonstrable experience in Service or Consultancy disciplines with a Sales mindset in a large s