Client Success Manager

Want to be a part of our team?

The Client Success Manager will be responsible for the implementation and ongoing program management system for large enterprise/Hyperscale/wholesale NTT GDC Americas’ clients across the portfolio. Builds and manages effective strategic relationships with top ranked client base.

Working at NTT

ESSENTIAL DUTIES & RESPONSIBILITIES

• Establishes and maintains effective relationships with assigned clients.

• Recommends appropriate process and procedure revisions as needed to focus on continuous improvement.

• Manages approved corporate strategic projects.

• Manages key support systems related to technology systems, training, documentation, and knowledge management, as assigned.

• Assists in all aspects of client lifecycle from pre-implementation to post-implementation focused on assigned clients.

• Gathers client requirements and specifications.

• Provides ongoing account management for assigned clients throughout the life of their contract.

• Maintains periodic account health assessments to drive client retention.

• Documents and publishes meeting agendas and associated minutes.

• Documents, publishes, and tracks action items, owners, and due dates.

• Effectively communicates and interacts with co-workers and other department team members.

• Interfaces with clients, vendors, and internal departments as necessary.

• Develops and maintains various client account documentation.

• Works with the technical staff to ensure test plans have been completed.

• Prepares status reports to keep management, clients, and project team informed of project status and related issues.

• Coordinates and responds to requests for changes from original specifications.

• Coordinates and reports on quality assurance testing.

• Tracks and reports on quality assurance metrics.

• Adheres to pre-defined departmental objectives and metrics to provide high level of client service.

• Performs other tasks as assigned.

• Regular, predictable attendance is essential for satisfactory performance.

KNOWLEDGE, SKILLS & ABILITIES

• Working knowledge of Microsoft Office Suite

  • EXCEL EXPERIENCE A MUST

• Working Knowledge of Data Center Operations

• Project Management Experience at the Deployment and Program Level

• Knowledge of IT infrastructure preferred

• Knowledge of IT managed services and/or cloud computing a plus

• ITIL Certification or Process Improvement Certifications preferred

• Knowledge of SSAE 16 and other industry certifications a plus

• Possess excellent problem solving, critical thinking and interpersonal skills

• Possess excellent verbal and written communication skills

• Possess excellent client service skills

• Ability to Present weekly, monthly and quarterly up to the C-Suite level

• Highly motivated self-starter

#GlobalDataCentersCareers 

EDUCATION & EXPERIENCE

• B/S degree or equivalent education and/or work experience required.

• Must have a minimum of 5 years of relevant experience, that includes a minimum of 2 + years in the data center co-location industry or Managed Services Vertical.

• PMP Certification preferred but not required.

PHYSICAL REQUIREMENTS

• Primarily sitting with some walking, standing, and bending.

• Able to hear and speak with others and to use a telephone and 2-way radio.

• Close visual work on a computer terminal.

• Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.

• Ability to lift and carry objects weighing up to 20 pounds.

WORK CONDITIONS

• Data Center and typical office environment with varying temperatures and noise levels.

• Extensive daily usage of a computer and/or workstation keyboards and terminals. 

• Remote, with ability to travel and work in regional Data Center Locations

SPECIAL REQUIREMENTS

• Periodic travel to other NTT GDCA locations, client, or vendor sites. 

• Must be able to respond to emergency situations at the data center.

• Responsible to carry a cell phone and provide 24 x 7 support as needed.

• Must be willing to work outside normal business hours, including weekends, late nights, holidays.

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