Manager, Client Success

NTT DATA

Full-time - Manager

Remote

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Manager, Client Success at NTT DATA plays a pivotal role in ensuring the successful implementation of the Client Success Management strategy. This position involves leading a team of Client Success Specialists to drive growth and renewals within existing contracts, with a focus on minimizing churn. The Manager is responsible for achieving revenue and gross profit targets as outlined in the go-to-market services strategy, and may also oversee the overall renewals target for their assigned geography. In this role, the Manager will work closely with Client Success Management professionals and other client-facing stakeholders to ensure that client engagements are consistent and effective. They will remain informed about major service delivery or relationship issues affecting key clients and will intervene in client engagement activities as necessary. Building and maintaining relationships with key strategic clients is essential to promote the value of NTT Ltd.'s Client Success Management offerings and to enhance understanding of clients' strategic needs. Additionally, the Manager will contribute to the development of the Group Client Success Management strategy and oversee the resulting regional delivery programs. They will ensure alignment with the Client Success Management operating model and strategy across the regional community, driving proactive and collaborative membership of the global Client Success Management community for their region. This includes supporting practice initiatives and sharing local knowledge and best practices with cross-functional stakeholders to promote the Client Success Management agenda.

Responsibilities

• Ensure the implementation of client contract strategies aligned with the overall Client Success strategy and objectives.
• Work closely with Client Success Management professionals and other client-facing stakeholders for effective client engagements.
• Stay informed of major service delivery or relationship issues affecting key clients and intervene as required.
• Develop and maintain relationships with key strategic clients to promote NTT Ltd.'s Client Success Management offerings.
• Contribute to the development of Group Client Success Management strategy and oversee regional delivery programs.
• Ensure alignment to the Client Success Management operating model and strategy across the regional community.
• Drive proactive and collaborative membership of the global Client Success Management community for their region.
• Develop and maintain relationships with cross-functional NTT Ltd stakeholders to promote the Client Success Management agenda.

Requirements

• Bachelor's degree required.
• PMP certification strongly preferred.
• MBA preferred.
• 10+ years managing a client services or customer service team in the data center industry with experience managing medium and large accounts.
• Extensive experience and understanding of contract terms and conditions.
• Experience with and understanding of account service level agreements (SLAs).

Nice-to-haves

• Deep understanding of the NTT Ltd services business and commercial service offerings available.
• Good knowledge and understanding of IT service environment, service operations and ITIL practices.
• Understanding of NTT's approach to Client Success Management, including the strategic direction and operating model.

Benefits

• Competitive compensation based on experience, education, and location.
• Base salary for this position is $124,600 - $155,700.
• Annual bonus eligibility based on individual and company performance.
• Paid time-off, medical, dental, and vision benefits.
• Life and supplemental insurance, short-term and long-term disability.
• Flexible spending account.
• 401k retirement plan.