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

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 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