Senior Director, Customer Engagements

 

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The Senior Director, Customer Engagements role will provide leadership within the NTT Data Business Solutions (NDBS) customer engagement lifecycle.  In this capacity, the Senior Director, Customer Engagements is responsible for managing the pre-sales engagement process with services prospects, project delivery and customer satisfaction to NDBS clients.  The Senior Director, Customer Engagements is responsible for playing ‘General Contractor’ role to collaborate between all the practices within NDBS during pre-sales and delivery phases and be a single point of contact for the customer at NDBS.  Strong account management skills are required. This role will carry 35%-50% utilization target.

 

Duties and Responsibilities: 

 

Account Management and Pre-Sales Support

• • • Go-to person within designated region for sales support and account management
    • Build and review strategy document, Estimator, Proposal, SOW, and Contracts

• • • Collaboration with all practice leads during the sales cycle to provide unified one face to the customer

• • • Winning attitude towards closing the deals with appropriate amount of risk management planning
    • Provide link between sales and delivery by continuing on the project post sales phase

 

Project Delivery

• • • Establish credibility with supported clients as their trusted advisor
    • Justify billing of own value-added hours to the projects as ED
    • Effective use of existing tools as well as  contributing to the continuous improvement in the methodology and supporting tools
    • Facilitate weekly project reviews with client
    • Estimate and plan projects
    • Directly oversee multiple accounts
    • Single point of escalations for customers
    • Steering committee member

• • • Understand the project risks, challenges and help craft mitigating strategies

• • • Provide detail status of the project to NDBS management team – proactively and upon request
    • Ensure effective resource allocation and load balancing in order to deliver projects
    • Ensure consistent and successful delivery of projects
    • Maintain acceptable profitability targets across all projects in relation to the NDBS targets

• • • Accuracy in Backlog tracking and reporting
    • Generate billings by personal utilization in some capacity

 

 

Customer Management

• • • Account Management and ownership for assigned accounts
    • Cultivate professional relationships with client executive and project team
    • Establish credibility and relationships with client decision makers, know their business, their industry, their culture, and their top priorities

• • • Create an environment of extreme customer focus within the team
    • Be a decision maker regarding conflicting customer priorities/requirements
    • Be an advocate for customers within NDBS

• • • Timely response to and acceptable resolution of customer escalations

• • • Renewal and expansion of contractual relationships

• • • Actively participate and provide guidance to Steering Committee

• • • Facilitate introduction of SAP solutions and products to NDBS customers to help solve their business issues and secure additional business for NDBS

 

Team Leadership

• • • Be a change agent for continuous improvements and implementi