MAKE AN IMPACT WITH NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

KNOWLEDGE AND ATTRIBUTES:

• 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.
• Significant leadership skills and ability to drive standards of performance.
• Significant understanding of financial statements and metrics, including revenue, expense control, and growth relative to market.
• Significant ability to interpret complex data/reports, derive business insights and define relevant operating responses.
• Significant understanding of organization’s high-level operating model (how we work, and which functions are involved).
• Significant understanding of the organization’s services business and commercial service offerings available.
• Significant knowledge and understanding of IT service environment, service operations and ITIL practices.
• Demonstrates a significant understanding of and the ability to position “partnership” offerings (that is, Managed Services, Support Services, Consulting Services and Technical Services).
• Significant 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:

• Significant experience in a Managed Services and/or Outsourcing environment.
• Significant 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.
• Significant experience in sales and client engagements at senior manager level within a commercial service offering environment.
  Workplace type:
  Remote Working

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 and potentially Client Success Country Leads) 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 Group 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.