Client Success Specialist

Key Responsibilities:

Client Nurture and Relationship:

• Develops and maintains the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’.
• Ensures the client is able to interact successfully with the company and to optimize the engagement (measurable through improving CSAT)
• Acts as an escalation point for client issues which are not being resolved though standard process, facilitating a satisfactory client outcome with relevant resolver groups within the organization.

Adoption Charter :

• Ensures the client is aware of and is successfully adopting offer features and increasing their usage of services (as appropriate).
• Proactively helps the client to realize demonstrable value from the offers and meet their original business (procurement) objectives.

Expansion Charter :

• Drives up-sell of existing Offers/services and closes the deals to achieve revenue targets
• Identifies cross-sell opportunities (to extend organization’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities

Renewal Charter :

• Demonstrates the value delivered by the organization throughout the lifetime of the contract and drive a successful and on-time renewal.
• Minimizes churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / 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.
• Builds and maintains Client Success Management skills and operating knowledge.
• Builds and maintains an up-to-date knowledge of company offers.

• Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
• Seasoned account planning and stakeholder mapping and management techniques.
• Ability to interpret a client’s business strategy / plans and understand opportunities for company solutions/services.
• Seasoned knowledge of company's offers and services, including the core functionality and features, linkage within company’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 the organization's expertise and differentiated offerings and position “partnership” offerings with the client.
• Seasoned 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.
• Seasoned knowledge and understanding of IT service environment, service operations and ITIL practices.
• Seasoned understanding of organization's high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
• Seasoned understanding of organization's billing processes and client invoicing linked to contracted services.
• Seasoned understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations.
• Seasoned 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.

• Bachelor’s degree or equivalent in information technology or sales or a related field.
• Certification and working knowledge of ITIL practices.
• Additional relevant vendor certifications is advantageous.

• Seasoned experience in a client-facing role in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment.
• Seasoned subject matter and services product expertise within sales and operations.

Why NTT DATA in 2026?

We are not just participating in the AI era; we are driving it. With over $3 billion invested annually in R&D and a focus on "Human-Orchestrated Autonomy," we provide an environment where leaders can build the future of infrastructure and security.

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The range for this position is $78K-$146K base plus bonus. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.