Director, Client Success

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

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) in pursuit of revenue and gross profit targets set out in the go-to-market services strategy.

This role may additionally be responsible for the overall renewals target for their region.

What you'll be doing

Key Responsibilities:

• Accountable for the achievement of services revenue and gross profit targets for the region through in-contract growth by upselling/cross-selling of service offerings within the Client Success managed account base; on-time renewals (with minimal client or price churn) for all contracts within their region.
• Leads a team of Client Success Management professionals in delivering strategic Client Success Management objectives.
• Provides mentoring, coaching, and manages the performance and professional development of their team.
• Continuously upskills and improves the capability of the Client Success Management professionals in line with strategy.
• Accountable for development of client contract strategies aligned to the overall Client Success strategy, ensuring consistent execution.
• Works closely with Client Success Management professionals and other client-facing stakeholders to ensure effective client engagements.
• Remains informed of major service delivery or relationship issues affecting key clients, intervening as required.
• Develops and maintains relationships with key strategic clients to promote the value of Client Success Management 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 community.
• Drives proactive and collaborative membership of global Client Success Management community for their region, supporting practice initiatives and sharing best practices.
• Develops and maintains relationships with cross-functional stakeholders to promote the Client Success Management agenda.

Knowledge and Attributes:

• Ability to develop and maintain solid stakeholder relationships across relevant cross-functional teams and within client environments.
• Excellent communication skills (verbal and written) coupled with good questioning skills.
• Significant leadership skills and ability to drive performance standards.
• Significant 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 the organization's high-level operating model.
• Knowledge of the organization's services business and commercial service offerings.
• Understanding of IT service environment, service operations, and ITIL practices.
• Ability to position partnership offerings (Managed Services, Support Services, Consulting Services, and Technical Services).
• Understanding of the company's approach to Client Success Management, including 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.
• 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.
• Experience in sales and client engagements at senior manager level within a commercial service offering environment.