Client Success Manager

Global Data Centers Americas, Inc.; Navi Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

NTT Global Data Centers seeks a Client Success Specialist to manage post-sale relationships, acting as trusted advisor to client representatives up to Management level. You will drive engagement, adoption of Offers, and on-time renewals while coordinating with Sales and service delivery teams.

The role requires strong IT service and ITIL familiarity, and a proven ability to identify up-sell/cross-sell opportunities while maintaining data quality across the client portfolio.

Qualifications

• 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 core functionality and features, pricing structures, client benefits
• Strong sales skills (consultative selling and negotiation) with ability to identify up-sell opportunities and close 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 billing processes and client invoicing linked to contracted services

Responsibilities

• Develop and maintain the relationship with client representatives to Management level, recognised as the client's 'trusted advisor' at NTT
• Ensure the client is able to interact successfully with NTT and to optimise the engagement (CSAT improvement)
• Act as an escalation point for client issues not resolved through standard processes, coordinating with resolver groups within NTT
• Ensure the client is aware of and adopting Offer features and increasing usage of services
• Proactively help the client realise demonstrable value from the Offers and meet procurement objectives
• Drive up-sell of existing Offers/services and close deals to hit revenue targets
• Identify cross-sell opportunities and coordinate with Sales/GTM to engage the client on opportunities
• Demonstrate value delivered over the contract lifetime and drive on-time renewal
• Be an active member of CS Management practice and maintain data quality within own client portfolio

Job description

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

The Client Success Specialist is a seasoned subject matter expert, responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for the company.

This role is responsible for multiple small-to-medium scale or simple (single-service) contracts. As the primary post-sale point of contact for clients this role drives client-facing activity through the company'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 the company and ensure the client's relationship experience is a positive one.

This role works in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.

What we are looking for

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

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 realise 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
• 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 practi