Director, Client Success

About this role

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Your day at NTT DATA The Director, Client Success is a leadership role, responsible for managing a team of Customer Success Managers who build post-sales relationships with customers to drive and increase adoption and utilization of company products.

This role is accountable for managing the identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal, and retention results.

The Director, Client Success ensures that the Client Success Management strategy is achieved by driving 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 region.

In this role you will: • Accountable for the achievement of services Sales 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; with a focus on software sales • Leads a team of Client Success Management professionals (Client Success Specialists and potentially Client Success Country Leads) 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. • Accountable for development 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 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.

You are perfect for this role if you:

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

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in business management or related field. • Certification and/or working knowledge of ITIL practice.

Required experience:

• Significant experience in a Managed Services and/or Outsourcing environment in IT Services • Significant experience in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment in a senior managerial role. • Significant experience in sales and client engagements at senior manager level within a commercial service offering environment.

  • Accountable 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. • Leads a team of Client Success Management professionals (Client Success Specialists and potentially Client Success Countr

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