Client Success Specialist

NTT Global Data Centers; Jakarta Pusat; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

NTT Global Data Centers seeks a Client Success Specialist to manage strategic client relationships, acting as a trusted advisor to management while driving adoption, value realization, upsell and timely renewals across the client portfolio.

The role requires strong interpersonal and consultative selling skills, negotiation ability, and a solid ITIL foundation to coordinate cross-functional teams and deliver measurable outcomes with minimal churn.

Qualifications

• Bachelor’s degree or equivalent; entry or basic level experience acceptable.
• Certification and working knowledge of ITIL practices.
• Seasoned client-facing experience in Sales, Service or Consultancy in large-scale IT services.

Responsibilities

• Develop and maintain relationships with client representatives up to Management level and be a trusted advisor for NTT.
• Ensure client interaction with NTT is successful and engagement is optimised (CSAT, usage, value).
• Act as escalation point for unresolved issues and coordinate with resolver groups to reach satisfactory outcomes.
• Identify up-sell and cross-sell opportunities and support renewal processes to achieve revenue targets.
• Demonstrate value of NTT offers throughout the contract lifetime and minimize churn.

Skills

Interpersonal skills

Stakeholder management

Consultative selling

Negotiation

ITIL knowledge

Education

Bachelor's degree

Job description

Client Success Specialist is responsible for managing strategic client relationships and acting as a trusted advisor to management-level stakeholders. Drives client adoption, value realization, upsell, cross-sell, and timely contract renewals while minimizing churn. Acts as an escalation point for client issues and coordinates with cross-functional teams to achieve satisfactory outcomes. Maintains client portfolio data quality and contributes to regional and global Client Success practices. Requires strong interpersonal, consultative selling, negotiation, account management, and IT service knowledge, including ITIL practices.

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
• 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
• 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
• 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