Client Success Director, NTT
$160-296k
+ Variable Bonus
More information about location
Technology & business solutions
Be an early applicant
Technology & business solutions
1001+ employees
Be an early applicant
$160-296k
+ Variable Bonus
More information about location
1001+ employees
Company mission
To create a lasting impact, by delivering meaningful innovation.
Role
Who you are
- 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
- Bachelor's degree or equivalent in business management or related field
- Certification and/or working knowledge of ITIL practice
- Significant experience in a Technical Services, 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
- Extensive experience working in a global matrixed environment working heavily with cross functional teams
- Experience managing a P&L
- Excellent communication (verbal and written), organizational skills, time management, relationship management, and presentation skills
- Experience working with enterprise and global clients
- Preferred Infrastructure Technology knowledge as well as OEM partner experience (Cisco, Palo Alto, Dell, HPE, Fortinet, and others)
What the job involves
- The Client Success Director is a leadership role, responsible for managing a cross functional team (pre-sales, sales, operations, delivery, etc.) who build post-sales relationships with customers to drive and increase adoption and utilization of company products
- This role is accountable for managing the identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal, and retention results
- The Client Success Director ensures that the Client Success Management strategy is achieved by driving 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
- 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 cross functional team of 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 cross functional 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
Our take
NTT is a global company providing digital business consulting, alongside technology for cybersecurity, cloud computing, workplace operations, and more. Established as the Nippon Telegraph and Telephone Public Corporation in 1952, the company has transformed for the digital era and delivers products that help its clients do the same.
From beginnings as a telephone business, NTT has evolved into a data-led technology and business solutions provider. Its NTT Data branch, now a certified B corporation, was launched in 1988 to create value for clients by leveraging IT, showing that the company adapted early on to the approaching digital revolution. A series of acquisitions in the 2000s and 2010s transformed the company’s structure into what it is today, giving it the capacity to deliver improved solutions across the globe.
NTT serves over 75 of the Fortune Global 100 companies. And in 2023, the company announced its membership in the Joint Cyber Defense Collaborative (JCDC), which aims to strengthen the focus on cybersecurity in the US government and internationally. This, alongside other partnerships such as that of NTT Research with Harvard, aligns with NTT’s goal to be proactive in solving the world’s biggest problems with data.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
5, Chiyoda City, Tokyo
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