Associate Client Success Specialist

• The Associate Client Success Specialist is an entry level subject matter expert, required to learn the skills to effectively support in the building and maintenance of client relationships with the goal of driving value for the client and increased lifetime value for the organization.
• This role is responsible for multiple small-to-medium scale or simple (single-service) contracts. As the primary post-sale point of contact for clients, this role is responsible for driving client-facing activity through NTT’s Client Success Management Charters of Adoption, Expansion and Renewal.
• Acting as the clients’ trusted advisor, this role helps client realize value from their relationship with the company and ensure the client’s relationship experience is a positive one. This role works in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.
• This role takes guidance from a senior manager / leader within the team.

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 organization 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 company. 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 company's footprint with the client) and facilitates 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 drives a successful and on-time renewal. Minimizes churn (client, revenue, service) at renewal and seeks 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 offerings. Knowledge and Attributes: Good interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level. Basic account planning and stakeholder mapping and management techniques. Ability to interpret a client’s business strategy / plans and understand opportunities for company solutions/services. Knowledge of company's offers and services, including the core functionality and features, linkage within NTT’s service portfolio, pricing structures, client benefits. Ability to provide an external industry viewpoint (including industry insights, technology trends and competitor landscape) and to highlight the organization's expertise and differentiated offerings and position “partnership” offerings with the client. Solid sales skills (consultative selling and negotiation) with the ability to identify up-sell opportunities and close resulting deals. Ability to execute on-time renewals with minimum volume or price churn. Good knowledge and understanding of IT service environment, service operations and ITIL practices. Understanding of organization's high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams. Understanding of billing processes and client invoicing linked to contracted services. Understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations. Understanding of contracts and contract management; with the ability to maintain the contract, to discuss with the client and understand how to position as a value exchange. Academic Qualifications and Certifications: Bachelor’s degree or equivalent in information technology or sales or a related field. Certification and working knowledge of ITIL practices. Additional relevant vendor certifications is advantageous. Required experience: Entry level experience in a client-facing role in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment. Demonstrated subject matter and services product expertise within sales and operations.