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?**

We are currently looking for a Client Success Manager to join our growing Services Delivery team to ensure that the end-to-end success of designated client contracts is achieved in line with the Support Services strategy.

Directly accountable for ensuring service delivery and maximising the annual revenue and gross profit targets set for their portfolio of contracts, you will be responsible for minimising client churn and successfully conducting the upsell and cross-sell activities to attain the in-contract growth target.

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.

**Working at NTT**

**Key Roles and Responsibilities**:

- Client Nurture / Relationship_
- Develop and maintain the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’ at NTT
- Ensure the client is able to interact successfully with NTT and to optimize the engagement (measurable through improving CSAT)
- Participate in regular business reviews with the client
- 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 upsell / cross-sell as part of the renewal process
- Client Success Practice_
- Responsible for Data Quality Management within own client portfolio

**Knowledge, Skills, and Attributes**:

- Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management 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.
- 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 financial statements and metrics, including revenue, expense control, and growth relative to the 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 requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a Ph.D. without experience; or equivalent work experience.
- Additional relevant vendor certifications (Cisco, Microsoft, etc.) would be advantageous

**Required Experience**:

- Demonstrable experience in a client-facing role in one or more Sales, Service, or Consultancy disciplines in a large-scale (preferably multi-national) **IT services environment**.
- Demonstrable experience in working with vendors programs (for example Cisco Partner Program CSPP or Microsoft Partner Program)

**What will make you a good fit for the role?**

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the fore