Senior Client Success Specialist

The Senior Client Specialist builds strong client relationships as a trusted advisor, ensuring smooth engagement with NTT and resolving escalations effectively. The role drives client adoption of NTT offers, ensuring value realization aligned to business goals, while identifying up‑sell and cross‑sell opportunities to grow revenue. It manages renewals by demonstrating delivered value, minimising churn, and supporting expansion. The specialist contributes to the Client Success practice through data quality, knowledge sharing, and maintaining expertise in NTT’s portfolio. Success requires strong stakeholder management, consultative selling skills, ITIL and IT services knowledge, financial acumen, contract understanding, and extensive experience in managed services, sales, and client-facing environments.

Key Roles and Responsibilities:Client Nurture / RelationshipDevelop and maintain the relationship with client representatives to Management level, being recognised as the client’s ‘trusted advisor’ at NTTEnsure 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 NTTAdoption CharterEnsure 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) objectivesExpansion CharterDrive up-sell of existing Offers/services and close the deals to achieve revenue targetsIdentify cross-sell opportunities (to extend NTT’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunitiesRenewal CharterDemonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and on-time renewalMinimise churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal processClient Success PracticeBe 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 portfolioBuild and maintain Client Success Management skills and operating knowledgeBuild and maintain an up-to-date knowledge of NTT’s OffersKnowledge, Skills and Attributes:Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management levelAccount planning and stakeholder mapping and management techniquesAbility to interpret a client’s business strategy / plans and understand opportunities for NTT solutions/servicesKnowledge of NTT’s Offers and services, including the core functionality and features, linkage within NTT’s service portfolio, pricing structures, client benefitsAbility to provide an external industry viewpoint (including industry insights, technology trends and competitor landscape) and to highlight NTT’s expertise and differentiated offerings and position NTT’s “partnership” offerings with the clientStrong sales skills (consultative selling and negotiation) with the ability to identify up-sell opportunities and close resulting dealsAbility to execute on-time renewals with minimum volume or price churnStrong knowledge and understanding of IT service environment, service operations and ITIL practicesUnderstanding of NTT’s high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.Understanding of NTT’s billing processes and client invoicing linked to contracted servicesUnderstanding 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 exchangeAcademic Qualifications and Certifications:Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experienceCertification and working knowledge of ITIL practicesAdditional relevant vendor certifications would be advantageousRequired Experience:Advanced 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.Advanced subject matter and services product expertise within sales and operationsAdvanced experience in a Managed Services and/or Outsourcing environment.Advanced experience as Operations /Delivery Manager, Account Executive, Solutions Consultant/Service architect for medium to large managed services contracts for enterprise clients