Head of CSM

Make an impact with NTT DATA
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Your day at NTT DATA
The Senior Manager, Client Success is a senior management role, responsible for ensuring that the Client Success Management strategy is achieved by leading a team of Client Success Specialists to drive in-contract growth and renewals (with minimum churn). This is in pursuit of revenue and gross profit targets (for contracts within the Client Success Management account base) set out in the go-to-market services strategy.

This role may additionally be responsible for the overall renewals target for their region.

Key responsibilities:

• Accountable for the achievement of services revenue and gross profit targets for the region through - In-contract growth by up-sell / cross-sell of service offerings 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.
• Leads a team of Client Success Management professionals (Client Success Specialists) in delivering strategic Client Success Management objectives.
• Provides mentoring, coaching and manages the performance and professional development of their team of Client Success Management professionals.
• Continuously upskills and improves the capability of the Client Success Management professionals in line with Client Success Management strategy.
• Accountable for development 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.
• Works closely with Client Success Management professionals and other client-facing stakeholders to ensure consistent and effective client engagements.
• Remains constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required.
• Develops and maintains relationships with key strategic clients to promote the value of Client Success Management offer and enhance understanding of clients' strategic needs.
• Contributes to the development of the global Client Success Management strategy and oversees resulting regional delivery programs.
• Ensures alignment to the Client Success Management operating model and strategy across the regional Client Success Management community.
• Drives proactive and collaborative membership of global Client Success Management community for their region, supporting practice initiatives and sharing local knowledge/best practice.
• Develops and maintains relationships with cross-functional stakeholders to promote/evangelize the Client Success Management agenda.

To thrive in this role, you need to have:

• Ability to develop and maintain solid stakeholder relationships (across relevant cross-functional teams and within client environments where necessary).
• Excellent communication skills (verbal and written) coupled with good questioning skills.
• Extended leadership skills and ability to drive standards of performance.
• Extended understanding of financial statements and metrics, including revenue, expense control, and growth relative to market.
• Extended ability to interpret complex data/reports, derive business insights and define relevant operating responses.
• Extended understanding of organization's high-level operating model (how we work, and which functions are involved).
• Extended understanding of the organization's services business and commercial service offerings available.
• Extended knowledge and understanding of IT service environment, service operations and ITIL practices.
• Demonstrates an extended understanding of and the ability to position "partnership" offerings (that is, Managed Services, Support Services, Consulting Services and Technical Services).
• Extended understanding of company approach to Client Success Management, including the strategic direction and operating model.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in business management or related field.
• Certification and/or working knowledge of ITIL practice.

Required experience:

• Extended experience in a Managed Services and/or Outsourcing environment.
• Extended 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.
• Extended experience in sales and client engagements at senior manager level within a commercial service offering environment.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA 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 not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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