Your day at NTT DATA
As a Client Success Specialist at NTT DATA, you will be at the heart of maintaining and building valuable client relationships. Your day involves acting as the primary post-sale point of contact for multiple small-to-medium scale or simple contracts. You will drive client-facing activities through our Client Success Management Charters: Adoption, Expansion, and renewal. Your role is pivotal in ensuring our clients find immense value in their partnership with us, creating a positive experience in every interaction.
You will work closely with clients, nurturing relationships and acting as their trusted advisor. This includes helping them adopt and expand the use of our offerings and services, facilitating successful interactions with NTT DATA, and improving Client Satisfaction (CSAT) scores. When issues arise, you will be the escalation point, ensuring they are resolved satisfactorily.
In the Adoption Charter, your focus will be on ensuring clients are aware of and can successfully adopt and increase their usage of our services. You will help them realize demonstrable value, meeting their original business objectives. Meanwhile, in the Expansion Charter, you will drive up-sell opportunities and close deals to achieve revenue targets, identifying cross-sell opportunities and engaging sales teams to extend our footprint with the client.
For the renewal Charter, you will demonstrate the value delivered throughout the contract&aposs lifecycle, driving successful and on-time renewals, and minimizing churn. You will also leverage renewal opportunities to drive up-sell and cross-sell opportunities.
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&aposs offerings.
Key Responsibilities:
- Client Nurture / relationship -
- Develops and maintains the relationship with client representatives to Management level, being recognized as the clients 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.
- Adoption Charter -
- 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.
- Expansion Charter -
- Drives up-sell of existing Offers/services and closes the deals to achieve revenue targets
- Identifies cross-sell opportunities (to extend organizations footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities
- Renewal Charter -
- 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.
- 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.
- Builds and maintains Client Success Management skills and operating knowledge.
- Builds and maintains an up-to-date knowledge of company offers.
Knowledge and Attributes:
- 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 clients business strategy / plans and understand opportunities for company solutions/services.
- Seasoned knowledge of company&aposs offers and services, including the core functionality and features, linkage within companys 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&aposs 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&aposs high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
- Seasoned understanding of organization&aposs 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.
Academic Qualifications and Certifications:
- Bachelors degree or equivalent in information technology or sales or a related field.
- Certification and working knowledge of ITIL practices.
- Additional relevant vendor certifications is 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.
