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About the Role
The Client Success Specialist is responsible for building trusted, senior-level client relationships and enhancing customer satisfaction. This role drives service adoption, demonstrates business value, identifies upsell and cross-sell opportunities, and ensures timely contract renewals while minimizing churn. The specialist acts as an escalation point, coordinating with internal teams to resolve client issues and deliver positive outcomes. A strong understanding of NTT’s offerings, IT services, ITIL practices, contracts, billing, and financial metrics is essential.
Responsibilities
- Develop and maintain relationships with client representatives up to Management level, acting as a trusted advisor.
- Ensure clients can interact successfully with NTT and optimize their engagement, measured by improved CSAT.
- Act as an escalation point for client issues not resolved through standard processes, facilitating satisfactory outcomes.
- Ensure clients are aware of and successfully adopting Offer features, increasing service usage.
- Proactively help clients realize demonstrable value from Offers and meet their original business objectives.
- Drive up-sell of existing Offers/services and close deals to achieve revenue targets.
- Identify cross-sell opportunities to extend NTT’s footprint with the client and facilitate engagement with Sales/GTM functions.
- Demonstrate the value delivered by NTT throughout the contract lifecycle and drive successful, on-time renewals.
- Minimize client, revenue, and service churn at renewal, seeking upsell/cross-sell opportunities.
- Be an active member of the Regional and Global CS Management practice, adopting standard methodologies and sharing experiences.
- Manage data quality within your client portfolio.
- Build and maintain Client Success Management skills and operating knowledge.
- Build and maintain up-to-date knowledge of NTT’s Offers.
Requirements
- Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
- Basic account planning and stakeholder mapping and management techniques.
- Ability to interpret a client’s business strategy and understand opportunities for NTT solutions/services.
- Knowledge of NTT’s Offers and services, including core functionality, features, pricing, and client benefits.
- Ability to provide an external industry viewpoint, including insights, technology trends, and competitor landscape.
- Strong sales skills (consultative selling and negotiation) with the ability to identify and close upsell opportunities.
- Ability to execute on-time renewals with minimum volume or price churn.
- Strong knowledge and understanding of IT service environments, service operations, and ITIL practices.
- Understanding of NTT’s high-level operating model and ability to develop relationships across cross-functional teams.
- Understanding of NTT’s billing processes and client invoicing.
- Understanding of financial statements and metrics, including revenue, expense control, and growth.
- Understanding of contracts and contract management.
Skills
- Consultative selling
- Negotiation
- Stakeholder management
- Account planning
- Commercial skills
- ITIL practices
Location
- Global
Work Type
- Full-time
Experience Level
- Seasoned experience
Education Level
- Bachelor’s degree or equivalent
- ITIL knowledge
- Relevant certifications
About the Company
- NTT Global Data Centers is the third largest data center provider, operating over 150 data centers in more than 20 countries and regions.
- The company offers local-to-global data center expertise, aligned with a connected platform of AI-ready data centers.
- Solutions are designed to enable clients to seamlessly scale their digital businesses anywhere and anytime.