Client Success Specialist

NTT Ltd.•Texas, United States of America, TX

1d•$78,000 - $146,000•Remote

About The Position

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. 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.

Requirements

Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
Seasoned account planning and stakeholder mapping and management techniques.
Ability to interpret a client’s business strategy / plans and understand opportunities for company solutions/services.
Seasoned knowledge of company's offers and services, including the core functionality and features, linkage within company’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 the organization's expertise and differentiated offerings and position “partnership” offerings with the client.
Seasoned 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.
Seasoned knowledge and understanding of IT service environment, service operations and ITIL practices.
Seasoned understanding of organization's high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
Seasoned understanding of organization's billing processes and client invoicing linked to contracted services.
Seasoned understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations.
Seasoned 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.
Bachelor’s degree or equivalent in information technology or sales or a related field.
Certification and working knowledge of ITIL practices.
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.

Nice To Haves

Additional relevant vendor certifications is advantageous.

Responsibilities

Develops and maintains the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’.
Ensures the client is able to interact successfully with the company and to optimize the engagement (measurable through improving CSAT)
Acts 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 the organization.
Ensures the client is aware of and is successfully adopting offer features and increasing their usage of services (as appropriate).
Proactively helps the client to realize demonstrable value from the offers and meet their original business (procurement) objectives.
Drives up-sell of existing Offers/services and closes the deals to achieve revenue targets
Identifies cross-sell opportunities (to extend organization’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities
Demonstrates the value delivered by the organization throughout the lifetime of the contract and drive a successful and on-time renewal.
Minimizes churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal process.
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.
Builds and maintains Client Success Management skills and operating knowledge.
Builds and maintains an up-to-date knowledge of company offers.