AddressTitle: Principal Specialist - Client Success (Renewals)
Location: Gurgaon
Experience: 10-20 Years
Work Format: Work from office
Travel: Yes
Job Description:
- Principal Client Success Specialist builds and maintains the client relationship to drive value for the client and increased lifetime value for NTT.
- 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 they drive client-facing activity through NTT's 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 NTT and ensure the client's relationship experience is a positive one.
- They are required to work in partnership with NTT's sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.
- Serves as the primary post-sale point of contact for clients/customers.
- Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.
- Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s).
- May recommend specific solutions to achieve customer's desired result.
- Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results.
- Ensures best practices are adopted for product use.
- May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.
Key Roles and Responsibilities:
Client Nurture / Relationship:
- Develop and maintain the relationship with client representatives to C-suite level, being recognised as the client's 'trusted advisor' at NTT
- 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
- Facilitate regular business reviews with the client
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 NTTs Offers
Knowledge, Skills and Attributes:
- Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to C-suite level
- Account planning and stakeholder mapping and management techniques
- Ability to interpret a client's business strategy / plans and understand opportunities for NTT solutions/services
- Knowledge of NTT'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 NTT;s expertise and differentiated offerings and position NTT's "partnership" offerings with the client
- Strong 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
- Strong knowledge and understanding of IT service environment, service operations and ITIL practices
- Understanding 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 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:
- Typically requires a minimum of 12 years of related experience with a Bachelor's degree; or 8 years and a Master's degree; or a PhD with 5 year's experience; or equivalent experience.
