Key Roles and Responsibilities:
- Works closely with the assigned Client Manager and Service Delivery Managers to ensure consistent and effective client engagements, leveraging resources as required
- Accountable for the client’s deployment and adoption of their software investments
- Creates Software Success plans to help accelerate software usage and feature adoption
- Ensure alignment to the Line of Business and IT Team to ensure business and/or operational objectives are being achieved
- Drives activities to demonstrate how to adopt new features of the software suite and communicate with the Client Manager
- Ensures adoption plans are updated and regular business review meetings are held to demonstrate value to the client
- Drives regular training programs with the client on how to use specific software features
- Identifies opportunities to upsell, cross sell and expand Software offerings as well as ensure the uptake of NTT Service offers
- Responsible for reporting success metrics back into NTT and its vendors.
- Act as the conduit between the Client Managers and Professional Services and Consulting.
- Ensure that NTT is making the most of the vendor Activation rebates and Lifecycle Advisor Credits
- Partners with the Client Success Managers to ensure successful renewals of software
- Actively document case studies and drives the design of the software defined infrastructure offering, usage and adoption, interfacing with the vendor and services delivery team, KPI, adoption of delivery obligations and renewal
Knowledge, Skills and Attributes:
- Good 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 and 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 NTTs expertise and differentiated offerings and position NTTs partnership’ offerings with the client
- Good 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
- Good knowledge and understanding of IT service environment, service operations, and ITIL practices
- Understanding of NTTs high-level operating model and the ability to develop and maintain relationships across relevant cross functional teams
- Understanding of NTTs 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
- Good communication skills (verbal and written) coupled with good questioning skills
- Demonstrates leadership potential and the ability to meet standards of performance
- Good planning and execution skills
- Ability to interpret complex data/reports, derive business insights and define relevant operating responses
- General understanding of the NTT Ltd services business and commercial service offerings available
- Understanding of and the ability to position “partnership” offerings (i.e. Managed Services, Support Services, Consulting Services and Technical Services)
- Understanding of NTTs approach to Software Lifecycle Management, including the strategic direction and operating model
- Tertiary level qualification such as a business management or equivalent degree
- Certification and working knowledge of ITIL practices
- Additional relevant vendor certifications would be advantageous
- Seasoned experience in a Managed Services and/or Outsourcing environment
- Seasoned 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
- Seasoned experience in sales and client engagements at manager level within a commercial service offering environment
