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About the Role
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, minimizing churn, and supporting expansion. The specialist contributes to the Client Success practice through data quality, knowledge sharing, and maintaining expertise in NTT’s portfolio.
Responsibilities
- Develop and maintain relationships with client representatives up to Management level, acting as the client’s ‘trusted advisor’ at NTT.
- Ensure clients interact successfully with NTT and optimize engagement, measured by improved CSAT.
- Serve as an escalation point for client issues unresolved through standard processes, facilitating satisfactory outcomes with relevant NTT resolver groups.
- Ensure clients are aware of and successfully adopting Offer features, increasing their usage of services.
- 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 lifetime and drive successful, on-time renewals.
- Minimize client, revenue, and service churn at renewal, seeking opportunities for up-sell/cross-sell.
- Actively participate in the Regional and Global CS Management practice, adopting standard methodologies, platforms/tools, KPIs, and best practices.
- Manage data quality within the 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.
- Proficiency in account planning and stakeholder mapping and management techniques.
- Ability to interpret a client’s business strategy/plans and identify opportunities for NTT solutions/services.
- Knowledge of NTT’s Offers and services, including core functionality, features, linkage within NTT’s service portfolio, pricing structures, and 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.
- 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 the IT service environment, service operations, and ITIL practices.
- Understanding of NTT’s high-level operating model and 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, to hold strategic client conversations.
- Understanding of contracts and contract management, with the ability to maintain the contract, discuss it with the client, and understand how to position it as a value exchange.
Skills
- Stakeholder management
- Consultative selling
- ITIL
- IT services knowledge
- Financial acumen
- Contract understanding
- Managed services
- Sales
- Client-facing environments
Location
- Global
Work Type
- Full-time
Experience Level
- Senior
- Advanced experience in a client-facing role in Sales, Service, or Consultancy within a large-scale IT services environment.
- Advanced subject matter and services product expertise within sales and operations.
- Advanced 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.
Education Level
- Bachelor’s or equivalent
- Advanced or equivalent degree without experience
- Equivalent work experience
- Certification and working knowledge of ITIL practices
- Additional relevant vendor certifications would be advantageous
About the Company
- As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions.
- We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.
Equal Opportunity
- NTT Global Data Centers 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.