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Client Success Manager
hace 2 semanas
At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
**Want to be a part of our team?**
Are looking for a place to grow and where you can make a difference, we are seeking a dynamic Client Success Manager to join our team and be a trusted advisor to our largest and most committed clients.
The Client Success Manager builds and maintains the client relationship to drive value for the client and increase lifetime value for NTT. As the primary post-sale point of contact for clients, they drive client-facing activity through NTT’s Client Success Management Charters of Adoption, Expansion, and Renewal.
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**
In this role, you will:
Serves as the primary post-sale point of contact for clients/customers. While using in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.
You will demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve the customer’s desired result.
You will hold direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results. You will also ensures best practices are adopted for product use.
You may handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
- 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)
- Act as an escalation point for client issues that are not being resolved through standard process, facilitating a satisfactory client outcome with relevant resolver groups within NTT
- 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_
- 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
**What will make you a good fit for the role?**
This role is perfect for you if you:
- 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.
- Certification and working knowledge of ITIL practices
- Additional relevant vendor certifications would be advantageous
- 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.
- Have excellent interpersonal skills with the ability to d
