Job details
Title: Senior Client success Manager- SI / Telecom/ Data Center industry Location: Gurgaon Work format: Full time work from office Travel: Yes Experience: 10- 18 Years Industry experience: Strong SI/ Data Center/ Telco Industry experience. Must have skills: Renewals Required Experience:
- Demonstrable 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.
- Demonstrable subject matter and services product expertise within sales and operations
- Demonstrable experience in a Managed Services and/or Outsourcing environment.
- Demonstrable experience for at least 1 year as Account P&L lead for large managed services / IT outsourcing contracts in a recognised IT services company
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one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment. </li><li> Demonstrable subject matter and services product expertise within sales and operations </li><li> Demonstrable experience in a Managed Services and/or Outsourcing environment. </li><li> Demonstrable experience for at least 1 year as Account P&L lead for large managed services / IT outsourcing contracts in a recognised IT services company </li></ul><p></p><p><strong> About the role: </strong></p><p>• The Principal Client Success Specialist is a quota bearing role and builds and maintains the client relationship to drive value for the client and increased lifetime value for NTT. </p><p>• This role is responsible for multiple large-scale or complex (multi-service) contracts for complex or strategically important clients. </p><p>• 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. </p><p>• 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. </p><p>• 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. </p><p></p><p><strong> Radford reference: </strong></p><p>• Serves as the primary post-sale point of contact for clients/customers. 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Ensures best practices are adopted for product use. </p><p>• May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. </p><p></p><p><strong> Key Roles and Responsibilities: </strong></p><p><strong> Client Nurture / Relationship: </strong></p><p>• Develop and maintain the relationship with client representatives to C-suite level, being recognised as the client’s ‘trusted advisor’ at NTT </p><p>• 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 </p><p>• Facilitate regular business reviews with the client </p><p></p><p><strong> Job Description: </strong></p><p><strong> Adoption Charter: </strong></p><p>• Ensure the client is aware of, and is successfully adopting Offer features and increasing their usage of services (as appropriate)</p><p>• Proactively help the client to realize demonstrable value from the Offers and meet their original business (procurement) objectives </p><p></p><p><strong> Expansion Charter: </strong></p><p>• Drive up-sell of existing Offers/services and close the deals to achieve revenue targets </p><p>• 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 </p><p></p><p><strong> Renewal Charter: </strong></p><p>• Demonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and on-time renewal </p><p>• Minimize churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal process </p><p></p><p><strong> Client Success Practice: </strong></p><p>• 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 </p><p>• community)</p><p>• Responsible for Data Quality Management within own client portfolio </p><p>• Build and maintain Client Success Management skills and operating knowledge </p><p>• Build and maintain an up-to-date knowledge of NTT’s Offers </p><p></p><p><strong> Knowledge, Skills and Attributes: </strong></p><p>• Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to C-suite level </p><p>• Account planning and stakeholder mapping and management techniques </p><p>• Ability to interpret a client’s business strategy / plans and understand opportunities for NTT solutions/services </p><p>· Knowledge of NTT’s Offers and services, including the core functionality and features, linkage within NTT’s service portfolio, pricing structures, client benefits </p><p>· 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 </p><p>· Strong sales skills (consultative selling and negotiation) with the ability to identify up-sell opportunities and close resulting deals. </p><p>· Ability to execute on-time renewals with minimum volume or price churn </p><p>• Strong knowledge and understanding of IT service environment, service operations and ITIL practices </p><p>· Understanding of NTT’s high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams. </p><p>• Understanding of NTT’s billing processes and client invoicing linked to contracted services </p><p>· Understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations. </p><p>· Understanding of contracts and contract management; 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NTT DATA
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