Software Lifecycle Specialist
NTT Corporation
- Johannesburg, Gauteng
- Permanent
- Full-time
- Develop and maintain the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’ at NTT
- Ensure the client is able to interact successfully with NTT and to optimize the engagement (measurable through improving CSAT)
- Act as an escalation point for client issues that are not being resolved through standard process, facilitating a satisfactory client outcome with relevant resolver groups within NTT
- Participate in regular business reviews with the client
- Ensure the client is aware of and is successfully adopting Offer features and increasing their usage of services (as appropriate)
- Proactively help the client to realize demonstrable value from the Offers and meet their original business (procurement) objectives
- Drive up-sell of existing Offers/services and close the deals to achieve revenue targets
- Identify cross-sell opportunities (to extend NTT’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities
- Demonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and on-time renewal
- Minimize churn (client, revenue, service) at renewal and seek opportunities to drive upsell / cross-sell as part of the renewal process
- 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
- Build and maintain Client Success Management skills and operating knowledge
- Build and maintain an up-to-date knowledge of NTT’s Offers
- Excellent 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 & 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 NTT’s expertise and differentiated offerings and position NTT’s “partnership” offerings with the client
- Strong 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
- Strong knowledge and understanding of IT service environment, service operations, and ITIL practices
- Understanding of NTT’s high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
- Understanding of NTT’s 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
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a Ph.D. without experience; or equivalent work experience.
- Certification and working knowledge of ITIL practices
- Additional relevant vendor certifications would be advantageous
- Demonstrable 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.
- Demonstrable subject matter and services product expertise within sales and operations