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NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

Working at NTT

The Client Success Specialist builds and maintains the client relationship to drive value for the client and increase lifetime value for NTT. 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.

Key Roles and Responsibilities:

Client Nurture / Relationship

• Develop and maintain the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’ at NTT

• Ensure the client is able to interact successfully with NTT and to optimize the engagement (measurable through improving CSAT)

• Act as an escalation point for client issues that are not being resolved through standard process, facilitating a satisfactory client outcome with relevant resolver groups within NTT

• Participate in 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 realize 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

• Minimize churn (client, revenue, service) at renewal and seek opportunities to drive upsell / 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 NTT’s Offers

Knowledge, Skills, and Attributes:

• Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management 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 & 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 the 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 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a Ph.D. without experience; or equivalent work experience.

• Certification and working knowledge of ITIL practices

• Additional relevant vendor certifications would be advantageous

Required Experience:

• Demonstrable experience in a client-facing role in one or more Sales, Service, or Consultancy disciplines in a large-scale (preferably multi-national) IT services environment.

• Demonstrable subject matter and services product expertise within sales and operations

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Skills Summary

Contract Management, Cross-Selling, ITIL Practices, Sales Process, Software Development Life Cycle (SDLC)

What will make you a good fit for the role?

Workplace type :

Hybrid Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.