Client Success Specialist

Make an impact with NTT DATA
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Your day at NTT DATA
As a Client Success Specialist at NTT DATA, you will be at the heart of maintaining and building valuable client relationships. Your day involves acting as the primary post-sale point of contact for multiple small-to-medium scale or simple contracts. You will drive client-facing activities through our Client Success Management Charters: Adoption, Expansion, and renewal. Your role is pivotal in ensuring our clients find immense value in their partnership with us, creating a positive experience in every interaction.

You will work closely with clients, nurturing relationships and acting as their trusted advisor. This includes helping them adopt and expand the use of our offerings and services, facilitating successful interactions with NTT DATA, and improving Client Satisfaction (CSAT) scores. When issues arise, you will be the escalation point, ensuring they are resolved satisfactorily.

In the Adoption Charter, your focus will be on ensuring clients are aware of and can successfully adopt and increase their usage of our services. You will help them realize demonstrable value, meeting their original business objectives. Meanwhile, in the Expansion Charter, you will drive up-sell opportunities and close deals to achieve revenue targets, identifying cross-sell opportunities and engaging sales teams to extend our footprint with the client.

For the renewal Charter, you will demonstrate the value delivered throughout the contract's lifecycle, driving successful and on-time renewals, and minimizing churn. You will also leverage renewal opportunities to drive up-sell and cross-sell opportunities.

As part of the regional and Global Client Success Management practice, you will adopt standard methodologies, use our platforms and tools, and contribute to the community by sharing your experiences. You will ensure the quality of DATA within your client portfolio, maintain your Client Success Management skills, and stay updated on NTT DATA's offerings.

To thrive in this role, you need to have:

Key Responsibilities:

Client Nurture / Relationship

• Develops and maintains the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’.

• Ensures the client is able to interact successfully with the company and to optimize the engagement (measurable through improving CSAT)

• Acts as an escalation point for client issues which are not being resolved though standard process, facilitating a satisfactory client outcome with relevant resolver groups within the organization.

Adoption Charter

• Ensures the client is aware of and is successfully adopting offer features and increasing their usage of services (as appropriate).

• Proactively helps the client to realize demonstrable value from the offers and meet their original business (procurement) objectives.

Expansion Charter

• Drives up-sell of existing Offers/services and closes the deals to achieve revenue targets

• Identifies cross-sell opportunities (to extend organization’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities

Renewal Charter -

• Demonstrates the value delivered by the organization throughout the lifetime of the contract and drive a successful and on-time renewal.

• Minimizes churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / 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.

• Builds and maintains Client Success Management skills and operating knowledge.

• Builds and maintains an up-to-date knowledge of company offers.

Knowledge and Attributes:

• Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.

• Seasoned account planning and stakeholder mapping and management techniques.

• Ability to interpret a client’s business strategy / plans and understand opportunities for company soluti