Manager, Client Success

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The Manager, Client Success is responsible for ensuring that the Client Success Management strategy is achieved by leading a team of Client Success Specialists to drive in-contract growth and renewals (with minimum churn). This is in pursuit of revenue and gross profit targets (for contracts within the Client Success Management account base) set out in the go-to-market services strategy.  

This role may additionally be responsible for the overall renewals target for their assigned geography.

Key Responsibilities:

• Responsible for the achievement of services revenue and gross profit targets for the region through - In-contract growth by up-sell / cross-sell of service offerings within the Client Success managed account base; On-time renewals (with minimal client or price churn) for either all contracts within their region or those within the Client Success managed account base.
• Manage a team of Client Success Management professionals (Client Success Specialists) in delivering strategic Client Success Management objectives.
• Provides mentoring, coaching and manages the performance and professional development of their team of Client Success Management professionals.
• Continuously upskills and improves the capability of the Client Success Management professionals in line with Client Success Management strategy.
• Responsible for ensuring the implementation of client contract strategies which are aligned to the overall Client Success strategy and objectives, ensuring these are developed and executed in a consistent manner.
• Works closely with Client Success Management professionals and other client-facing stakeholders to ensure consistent and effective client engagements.
• Remains constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required.
• Develops and maintains relationships with key strategic clients to promote the value of the Client Success Management offer and enhance understanding of clients’ strategic needs.
• Contributes to the development of Group Client Success Management strategy and oversees resulting regional delivery programs.
• Ensures alignment to the Client Success Management operating model and strategy across the regional Client Success Management community.
• Drives proactive and collaborative membership of global Client Success Management community for their region, supporting practice initiatives and sharing local knowledge/best practice.
• Develops and maintains relationships with cross-functional stakeholders to promote/evangelize the Client Success Management agenda.

Knowledge and Attributes:

• Ability to develop and maintain solid stakeholder relationships (across relevant cross-functional teams and within client environments where necessary).
• Advanced communication skills (verbal and written) coupled with good questioning skills.
• Advanced leadership skills and ability to drive standards of performance.
• Advanced understanding of financial statements and metrics, including revenue, expense control, and growth relative to market.
• Advanced ability to interpret complex data/reports, derive business insights and define relevant operating responses.
• Advanced understanding of organization's high-level operating model (how we work, and which functions are involved).
• Advanced understanding of the organization's services business and commercial service offerings available.
• Advanced knowledge and understanding of IT service environment, service operations and ITIL practices.
• Demonstrates an advanced understanding of and the ability to position “partnership” offerings (that is, Managed Services, Support Services, Consulting Services and Technical Services).
• Advanced understanding of company approach to Client Success Management, including the strategic direction and operating model.

Additional Career Level Description:

Knowledge and application:

• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors.
• Receives objective based assignments and determines resources to meet schedules and goals.

Problem solving: 

• Follows processes and operational policies in selecting methods and techniques for obtaining solutions often with insufficient information.
• Implementation of solutions often requires a longer-term view taking multiple perspectives into consideration.

Interaction:

• Effectively communicates and presents results and recommendations across discipline, advising diverse stakeholders on complex matters.
• Partners with key contacts outside own area of expertise and other external stakeholders.
• Provides guidance to subordinates within the latitude of established company policies.

Impact:

• Develops and manages operational plans to deliver tactical results and focus team on medium term goals.
• Mistakes or failure to achieve results will add to costs and may have up to a one-year impact; Decisions impact others in the immediate team and influences methods and techniques.

Accountability:

• Accountable for meeting short-term to medium targets across discipline, providing guidance to subordinates within the latitude of established company policies.
• Develops and manages operational initiatives to deliver tactical results.
• Provides input into the budgeting process.

Workplace type:

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.

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