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Client Success Specialist

3 months ago

Jakarta, Indonesia NTT INDONESIA TECHNOLOGY Full time

The Client Success Specialist builds and maintains the client relationship to drive value for the client and increase lifetime value for NTT. 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.

**Key Roles and Responsibilities**:
Client Nurture / Relationship

Develop and maintain the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’ at NTT

Ensure the client is able to interact successfully with NTT and to optimize the engagement (measurable through improving CSAT)

Act as an escalation point for client issues that are not being resolved through standard process, facilitating a satisfactory client outcome with relevant resolver groups within NTT

Participate in regular business reviews with the client

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 realize 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

Minimize churn (client, revenue, service) at renewal and seek opportunities to drive upsell / 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

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 & 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 the 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 requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a Ph.D. without experience; or equivalent work experience.

Certification and working knowledge of ITIL practices

Additional relevant vendor certifications would be advantageous

**Required Experience**:
Demonstrable experience in a client-facing role in one or more Sales, Service, or Consultancy disciplines in a large-scale (preferably multi-national) IT services environment.