Job Information
NTT America Solutions, Inc. Vice President, GDC Global Client Success in Anytown, California
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Vice President, Client Success leads and manages 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 leading and 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. ensures that the Client Success Management strategy is achieved by leading a team of Client Success Managers 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.
They are responsible for the overall renewals target for their region / multiple regions.
What you'll be doing
ESSENTIAL DUTIES & RESPONSIBILITIES
Lead a team of Client Success Management professionals (Client Success Manager, Specialists and Client Success Country Leads) in delivering NTT GDC strategic Client Success Management objectives.
Mentor, coach and manage the performance and professional development of their team of Client Success Management professionals
Continuously upskill and improve 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.
Work closely with Client Success Management professionals and other client-facing stakeholders to ensure consistent and effective client engagements
Remain constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required
Develop and maintain relationships with key strategic clients to promote the value of NTT GDC’s Client Success Management offer and enhance understanding of clients’ strategic needs
Global Client Success Management Practice
Contribute to the development of Group Client Success Management strategy
Ensure alignment to the Client Success Management operating model and strategy across the regional Client Success Management community
Drive pro-active and collaborative membership of global Client Success Management community for all regions, supporting practice initiatives and sharing local knowledge/best practice
Develop and maintain relationships with cross-functional NTT GDC stakeholders to promote/evangelize the Client Success Management agenda
KNOWLEDGE, SKILLS & ABILITIES
Interpersonal skills with the ability to develop and maintain solid stakeholder relationships (across relevant NTT GDC cross-functional teams and within client environments where necessary)
Excellent communication skills (verbal and written) coupled with good questioning skills
Demonstrates leadership skills and drives standards of performance
Strategic thinking ability coupled with excellent planning and execution skills
Understanding of financial statements and metrics, including revenue, expense control, and growth relative to market
Ability to interpret complex data/reports, derive business insights and define relevant operating responses
Understanding of NTT GDC’s high-level operating model (how we work and which functions are involved)
Deep understanding of the NTT GDC business and commercial service offerings available
Demonstrates an understanding of and the ability to position “partnership” offerings (i.e. Managed Services, Support Services, Consulting Services and Technical Services)
Understanding of NTT GDC’s approach to Client Success Management, including the strategic direction and operating model
EDUCATION & EXPERIENCE
Bachelor’s degree such as a business management or equivalent, preferably Master’s degree.
Churn Models, Contract Management System (CMS), Customer Relationship Management (CRM), Customer Satisfaction Surveys, Customer Success, Service Excellence
Extensive demonstrable experience in a Managed Services and/or Outsourcing environment
Extensive demonstrable experience in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) data center environment in a senior managerial role
Extensive experience in sales and client engagements at senior manager level within a commercial service offering environment
PHYSICAL REQUIREMENTS
Remain stationary for long periods of time.
Operate computer, peripherals, and other office equipment.
WORK CONDITIONS & OTHER REQUIREMENTS
Travel required 30% of time.
Perform work from a remote location with stable internet connection.
This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $300,000.00 - $375,000.00
All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.
Workplace type :
Remote Working
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.
Equal Opportunity Employer
NTT DATA 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. Join our growing global team and accelerate your career with us. Apply today.