The Client Success Manager is responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for the organization.
This role is responsible for multiple medium-to-large or diverse (multi-service) contracts for clients. As the primary post-sale point of contact for clients they drive client-facing activity through the 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 organization and ensure the client's relationship experience is a positive one.
This role is required to work in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal as the primary customer contact point.
Key Roles and Responsibilities:
Revenue
- Responsible for the achievement of TPS revenue and gross profit targets for the assigned geography through:
- In-contract growth by up-sell / cross-sell of NTT Ltd services within the Client Success managed account base
- On-time renewals (with minimal client or price churn) for either all contracts within their region or those within the Client Success managed account base
Leadership
- Manage a team of Client Success Management professionals (Client Success Specialists and potentially Client Success Country Leads) in delivering NTT Ltd strategic Client Success Management objectives
- Mentor, coach and manage the performance and professional development of their team of Client Success Management professionals
- Continuously upskill and improve the capability of the Client Success Management professionals in line with Client Success Management strategy
Clients
- Responsible for ensuring the implementation of client contract strategies which are aligned to the overall Client Success strategy and objectives, ensuring these are developed and executed in a consistent manner.
- Work closely with Client Success Management professionals and other client-facing stakeholders to ensure consistent and effective client engagements
- Remain constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required
- Develop and maintain relationships with key strategic clients to promote the value of NTT Ltd.s Client Success Management offer and enhance understanding of clients strategic needs
- Global Client Success Management Practice
- Contribute to the development of Group Client Success Management strategy and oversees resulting regional delivery programmes
- Ensure alignment to the Client Success Management operating model and strategy across the regional Client Success Management community
- Drive pro-active and collaborative membership of global Client Success Management community for their region, supporting practice initiatives and sharing local knowledge/best practice
- Develop and maintain relationships with cross-functional NTT Ltd stakeholders to promote/evangelise the Client Success Management agenda
Knowledge, Skills and Attributes:
- Interpersonal skills with the ability to develop and maintain solid stakeholder relationships (across relevant NTT Ltd cross-functional teams and within client environments where necessary)
- Good communication skills (verbal and written) coupled with good questioning skills
- Demonstrates tactical management and leadership skills and drives standards of performance
- Strategic thinking ability coupled with good planning and execution skills
- Understanding of financial statements and metrics, including revenue, expense control, and growth relative to market
- Ability to interpret complex data/reports, derive business insights and define relevant operating responses
- Understanding of NTT Ltd high-level operating model (how we work and which functions are involved)
- Deep understanding of the NTT Ltd services business and commercial service offerings available
- Good knowledge and understanding of IT service environment, service operations and ITIL practices
- Demonstrates an understanding of and the ability to position partnership offerings (i.e. Managed Services, Support Services, Consulting Services and Technical Services)
- Understanding of NTT's approach to Client Success Management, including the strategic direction and operating model
Academic Qualifications and Certifications:
- Tertiary level qualification such as a business management or equivalent degree
- Certification and/or working knowledge of ITIL practice
Required Experience:
- Advanced experience in a Managed Services and/or Outsourcing environment
- Advanced experience in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment in a senior managerial role
- Advanced experience in sales and client engagements at senior manager level within a commercial service offering environment
