Client Success (Engagement) Manager

Job Description

Want to be a part of our team Serves as the primary post-sale point of contact for clients/customers.Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s).May recommend specific solutions to achieve the customer s desired result.Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results.Ensures best practices are adopted for product use.May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. Working at NTTThe Client Success Manager (CSM) is responsible for client retention and driving satisfaction across the Mass Market client base. The CSM is also responsible for ensuring all internal and external service level agreements are met at all times and that the standard of service provided to our clients is of the highest quality. The CSM will also look to ensure retention of clients through contract renewal or proactively working with the client(s) to migrate to new NTT CC managed services.Key Responsibilities:
• Own the commercial relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction
• Accountable and responsible for all aspects of their allocated client commercial-related activities
• Assisting clients reactively with contract reviews, renewals, and termination requests
• Driving client migration from current legacy services to NTT CC UC services
• Maintain up to date internal training levels to ensure appropriate product and process knowledge
• Contribute to high level of customer satisfaction in CSAT surveys
• Ensure clear communications to clients as and when required
• Operating as lead point of contact for all commercial matters
• Proactively monitoring and identifying usage trends to uncover renewal risks, while supporting greater adoption rates.
• Use of Early Warning Score methodology, or similar, to regularly monitor client health and renewal propensity.
• Negotiating and closing renewals and engaging client manager when there is an upsell opportunity
• Proactively working with clients to inform them on new NTT CC services and encouraging service migrations
• Developing and maintaining expertise of NTT CC products and best practices to provide value to customers
• Billing/collection/invoicing queries management
• Assisting clients with termination requests or service enhancements
• Identifying lead generation opportunities
• Managing and converting leads to opportunities and contracts for SMB.
Experience, Skills and Qualifications:Required Experience:
• Previous experience in post-sales account or service relationship management
• Proven experience implementing customer retention initiatives, achieving high retention rates and delivering exceptional customer satisfaction
• Experience working with SalesForce and PowerBI
Academic Qualifications and Certifications:
• Bachelor s degree or equivalent
• Industry certifications would be advantageous
Knowledge, Skills and Attributes:
• Gravitas, presence and strong interpersonal skills to build strong and lasting relationships at all levels
• Ability to work independently and be a proactive member of a cross global team
• Thorough knowledge of all aspects of Cloud Communications market is desirable
• Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
• Exceptional presentation, written and oral communication skills in local language and English and preferably another European language (e.g. Spanish, French, German)
• Very structured working methodology, ability to deal with several different activities in parallel
• Able to anticipate and identify undefined problems/issues
• Strong team player, tenacious, and results driven
• Working knowledge of MS Office applications
What will make you a good fit for the role Equal Opportunity EmployerNTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category ,

Keyskills :
working with clientsstrong interpersonal skillsms officemass marketcross sellingservice levelearly warninglead generationclient retentionenglish languagecustomer retentionoral communicationcommunication skillsinterpersonal skillscloud commun