Client Success Management Leader
2 weeks ago
Become part of a pioneering organization that is redefining the limits of technology and client engagement.
We are celebrated for our technical prowess and innovative solutions, making a significant impact on our clients and the broader community.
Our workplace is built on the principles of diversity and inclusion, fostering an environment where you can develop, connect, and excel.Your Role at NTT Global Data Centers
The Client Success Management Leader is responsible for executing the Client Success Management strategy by guiding a team of Client Success Specialists to enhance contract growth and ensure renewals while minimizing churn.
This role is crucial in achieving revenue and gross profit objectives for contracts within the Client Success Management portfolio as outlined in our service strategy.
Additionally, the leader may oversee the overall renewals target for their designated region.Key Responsibilities
- Ensure the execution of client contract strategies that align with the overarching Client Success objectives, ensuring consistency in development and implementation.
- Collaborate closely with Client Success Management professionals and other client-facing teams to guarantee effective client interactions.
- Stay informed about significant service delivery or relationship challenges impacting key clients, stepping in as necessary during client engagement.
- Build and nurture relationships with strategic clients to communicate the value of NTT Ltd.'s Client Success Management offerings and deepen understanding of clients' strategic needs.
Contribute to the formulation of the Group Client Success Management strategy and oversee the resulting regional delivery initiatives.
Ensure alignment with the Client Success Management operational model and strategy across the regional Client Success Management community.
Encourage proactive and collaborative participation in the global Client Success Management community for their region, supporting practice initiatives and sharing local insights and best practices.
Develop and maintain relationships with cross-functional NTT Ltd stakeholders to advocate for the Client Success Management agenda.
Knowledge, Skills & Abilities- Strong interpersonal skills with the ability to cultivate and sustain robust stakeholder relationships across relevant NTT Ltd cross-functional teams and client environments.
- Excellent communication skills (both verbal and written) paired with effective questioning abilities.
- Demonstrated tactical management and leadership capabilities, driving performance standards.
- Strategic thinking coupled with proficient planning and execution skills.
- Understanding of financial statements and metrics, including revenue, expense management, and market growth.
- Ability to analyze complex data/reports, extract business insights, and define appropriate operational responses.
- Comprehensive understanding of NTT Ltd's high-level operational model and service offerings.
- In-depth knowledge of the IT service landscape, service operations, and ITIL practices.
- Ability to articulate and position "partnership" offerings such as Managed Services, Support Services, Consulting Services, and Technical Services.
- Familiarity with NTT's approach to Client Success Management, including strategic direction and operational model.
- Bachelor's degree is required.
- PMP certification is strongly preferred.
- MBA is preferred.
- Over 10 years of experience managing a client services or customer service team in the data center sector, with a focus on medium and large accounts.
- Extensive experience and understanding of contract terms and conditions.
- Experience with account service level agreements (SLAs).
This position allows for remote work, requiring a stable internet connection. A monthly stipend is provided to cover expenses related to remote work and personal mobile device usage, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. All regular full-time employees are eligible for an annual bonus, contingent upon individual and company performance.
Employees receive comprehensive benefits, including paid time off, medical, dental, and vision coverage, life and supplemental insurance, short-term and long-term disability, a flexible spending account, and a 401k retirement plan, creating a rich Total Rewards package.
About NTT DATANTT DATA is a trusted global innovator in business and technology services, with a commitment to helping clients innovate, optimize, and transform for long-term success.
We invest significantly in research and development to assist organizations and society in navigating confidently into the digital future.
As a Global Top Employer, we have diverse experts in numerous countries and a robust partner ecosystem of established and start-up companies.
Our services encompass business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity.
NTT DATA is proud to be an Equal Opportunity Employer, fostering a global culture that embraces diversity and is committed to providing an environment free from discrimination and harassment.
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