Senior Client Success Manager

6 months ago

Jakarta, Indonesia NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

The Senior Client Success Specialist is responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for NTT.This role is responsible for multiple medium-to-large or diverse (multi-service) contracts for larger clients. As the primary post-sale point of contact for clients they drive client-facing activity through NTT’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 NTT and ensure the client’s relationship experience is a positive one. They are required to work in partnership with NTT’s sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.

**Working at NTT**

**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

**Knowledge, Skills and Attributes**:

- Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level
- 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**:

- Advanced 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.
- Advanced experience in a Managed Services and/or Outsourcing environment.
- Advanced experience as Operations /Delivery Manager, Account Executive, Solutions Consultant/Service architect for medium to large managed services contracts for enterprise clients

**Skills Summary**

Account Planning, Churn Models, Customer Relationship Management (CRM), Customer Success, Sales, Service Excellence, Stakeholder Mapping

**What will make you a good fit for the role?**

**Workplace type**:
Hybrid Working

**Equal Opportunity Employer**

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do no

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