Client Success Manager

NTT DATA, Inc.; Indonesia; On-site; IDR 66,960,000 - 122,760,000; Full time

Job summary

NTT DATA, Inc. in Indonesia seeks a Client Success Specialist to manage post-sale client relationships and ensure ongoing value delivery.

You will act as the primary liaison across multiple contracts, advocating for client needs and aligning service outcomes with business goals. In the Adoption, Expansion, and Renewal charters, you will drive usage growth, upsell opportunities, and on-time renewals, minimizing churn while maintaining CSAT and strong governance.

Qualifications

• Experience in a client-facing role within Sales, Service, or Consultancy in large-scale IT services.
• Knowledge of IT service environments and ITIL practices.
• Understanding of billing processes and contract management.
• Strong account planning and stakeholder management abilities.
• Proven ability to execute on-time renewals with minimal churn.
• Excellent consultative selling and negotiation skills to identify up-sell opportunities.
• Ability to align a client's business strategy with IT solutions.
• Financial acumen and business insight.

Responsibilities

• Maintain and grow valuable client relationships post-sale.
• Serve as primary post-sale contact for multiple contracts.
• Drive Adoption, Expansion, and Renewal through CS management charters.
• Ensure high CSAT and resolve issues escalated by clients.
• Collaborate with sales teams to extend footprint with the client.

Skills

Client relationship management

IT service environment knowledge

ITIL practices

Billing processes

Account planning

Negotiation skills

Business strategy alignment

Sales/service/consultancy experience

Interpersonal skills

Education

Bachelor's degree in information technology, sales, business science or related field

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

As a Client Success Specialist at NTT DATA, you will be at the heart of maintaining and building valuable client relationships. Your day involves acting as the primary post-sale point of contact for multiple small-to-medium scale or simple contracts. You will drive client-facing activities through our Client Success Management Charters: Adoption, Expansion, and renewal. Your role is pivotal in ensuring our clients find immense value in their partnership with us, creating a positive experience in every interaction. You will work closely with clients, nurturing relationships and acting as their trusted advisor. This includes helping them adopt and expand the use of our offerings and services, facilitating successful interactions with NTT DATA, and improving Client Satisfaction (CSAT) scores. When issues arise, you will be the escalation point, ensuring they are resolved satisfactorily. In the Adoption Charter, your focus will be on ensuring clients are aware of and can successfully adopt and increase their usage of our services. You will help them realize demonstrable value, meeting their original business objectives. Meanwhile, in the Expansion Charter, you will drive up-sell opportunities and close deals to achieve revenue targets, identifying cross-sell opportunities and engaging sales teams to extend our footprint with the client. For the renewal Charter, you will demonstrate the value delivered throughout the contract's lifecycle, driving successful and on-time renewals, and minimizing churn. You will also leverage renewal opportunities to drive up-sell and cross-sell opportunities. As part of the regional and Global Client Success Management practice, you will adopt standard methodologies, use our platforms and tools, and contribute to the community by sharing your experiences. You will ensure the quality of DATA within your client portfolio, maintain your Client Success Management skills, and stay updated on NTT DATA's offerings.

To thrive in this role, you need to have:

• Knowledge of NTT DATA's offerings and services, including their core functionality, pricing structures, and client benefits.
• Understanding of IT service environments, operations, and ITIL practices.
• Knowledge of billing processes, client invoicing, and contract management.
• Experience in account planning and stakeholder management.
• Proven ability to execute on-time renewals with minimal churn.
• Strong consultative selling and negotiation skills, with the ability to identify up-sell opportunities and close deals.
• Ability to understand a client's business strategy and align it with NTT DATA solutions.
• Experience in a client-facing role within Sales, Service, or Consultancy in a large-scale, preferably multinational, IT services environment.
• Excellent interpersonal skills to develop and maintain relationships up to management level.
• Bachelor's degree in information technology, sales, business science or a related field is strongly preferred.
• Financial acumen knowledge and understanding.

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.