Customer Success Executive

Make an impact with NTT DATA
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Your day at NTT DATA

As Customer Success Executive (CSE), you will play a pivotal role in driving the successful adoption and utilization of NTT Data technologies and services within your target accounts, leading to value realization and growth of our business. You will drive positive customer sentiment; faster time-to-value from the Customer’s Investment whilst simplifying the adoption journey and de-risking renewals.

The CSE is a highly skilled and advanced subject matter expert, responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for the organization.

This role is responsible for multiple large-scale or complex (multi-service) contracts for complex or strategically important clients. As the primary post-sale point of contact for clients this role drives client-facing activity through the Client Success Management Charters of Adoption, Expansion and Renewal.

Acting as the clients’ trusted advisor they help the client realize value from their relationship with the company and ensure the client’s relationship experience is a positive one.

This role is required to work in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.

What you'll be doing

• Understand Customer business goals (desired outcomes), environment, challenges and operational maturity 
• Implement and monitor key performance indicators (KPIs) to measure, adjust and improve the effectiveness of customer experience initiatives and drive regenerative performance and growth at scale.
• Turn feedback into action by gathering customer insights and translating them into strategies for continuous improvement.
• Conduct in-depth customer research and analysis to gain insights into customer needs, preferences, and behaviors.
• Collaborate with cross-functional teams to identify customer pain points and develop innovative solutions to enhance the overall customer journey.
• Proactively manage renewal risk to drive renewal metrics through documented adoption plans at a premium to company averages
• Partner with Sales on defining the overall account strategy, relationship management, and growth plans aligned to the customer’s desired outcomes.  
• Lead Quarterly Success Reviews to understand, define, measure, and articulate the return on customer investments and achievement of outcomes.
• Working closely with Customer and NTT Data teams, develop and execute a holistic Success Plan aligned to Customer priorities and NTT Data investments
• Accountable for Customer sentiment, including resolution of customer escalations via oversight and driving clarity on mitigation planning while owning communications to customers and internal teams
• Orchestrate the Customer Experience (including NTT Data Sales, Customer teams) to provide an aligned and coherent path to Customer Success from onboarding through business value realization to advocacy
• Build and nurture strong Customer relationships at all levels 

• Develops and maintains the relationship with client representatives to C-suite level, being recognized as the client’s ‘trusted advisor’.
• 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 organization.
• Manages regular business reviews (including strategic planning reviews) with the client.

• 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.

• Drives up-sell of existing Offers/services and close the deals to achieve revenue targets.
• Identifies cross-sell opportunities (to extend company’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities.

• Demonstrates the value delivered by the organization throughout the lifetime of the contract and drive 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.

• 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's offers.

• Significant interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
• Significant account planning and stakeholder mapping and management techniques.
• Ability to interpret a client’s business strategy / plans and understand opportunities for company solutions/services.
• Significant knowledge of company offers and services, including the core functionality and features, linkage within organization'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 company's expertise and differentiated offerings and position “partnership” offerings with the client.
• Significant 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.
• Significant knowledge and understanding of IT service environment, service operations and ITIL practices.
• Significant understanding of company’s high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
• Significant understanding of company’s billing processes and client invoicing linked to contracted services.
• Significant understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations.
• Significant 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.
• Demonstrated understanding of service provider business models, operations, and market trends

• 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 are advantageous.

• 15 years of related experience in the technology industry or in a client facing role
• Experience supporting largen multinational technology providers.
• Significant demonstrable 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.
• Significant demonstrable subject matter and services product expertise within sales and operations.
• Significant demonstrable experience in a Managed Services and/or Outsourcing environment.
• Significant demonstrable experience as Account P&L lead for large managed services / IT outsourcing contracts in a recognized IT services company.
• Experience leading a matrixed team aligned to achieving outcomes, provides mentoring and coaching.
• Proven experience working with a service provider customers

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.