Client Success Specialist

Client Success Specialist is responsible for managing strategic client relationships and acting as a trusted advisor to management-level stakeholders. Drives client adoption, value realization, upsell, cross-sell, and timely contract renewals while minimizing churn. Acts as an escalation point for client issues and coordinates with cross-functional teams to achieve satisfactory outcomes. Maintains client portfolio data quality and contributes to regional and global Client Success practices. Requires strong interpersonal, consultative selling, negotiation, account management, and IT service knowledge, including ITIL practices. Typically requires a Bachelor’s degree or equivalent, relevant certifications, and seasoned client-facing experience in sales, service, consultancy, or large-scale multinational IT services environments.

• Key Roles and Responsibilities: Client Nurture / Relationship
• Develop and maintain the relationship with client representatives to Management level, being recognised as the client’s ‘trusted advisor’ at NTT
• Ensure the client is able to interact successfully with NTT and to optimise the engagement (measurable through improving CSAT)
• Act 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 NTT
• Adoption Charter
• Ensure the client is aware of, and is successfully adopting Offer features and increasing their usage of services (as appropriate)
• Proactively help the client to realise demonstrable value from the Offers and meet their original business (procurement) objectives
• Expansion Charter
• Drive up-sell of existing Offers/services and close the deals to achieve revenue targets
• Identify cross-sell opportunities (to extend NTT’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities
• Renewal Charter
• Demonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and on-time renewal
• Minimise 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
• Build and maintain Client Success Management skills and operating knowledge
• Build and maintain an up-to-date knowledge of NTT’s Offers
• Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience
• Certification and working knowledge of ITIL practices
• Additional relevant vendor certifications would be advantageous