Client Success Manager

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Client Success Manager will be responsible for the implementation and ongoing program management system for large enterprise/Hyperscale/wholesale NTT GDC Americas' clients across the portfolio. Builds and manages effective strategic relationships with top ranked client base.

Working at NTT

ESSENTIAL DUTIES & RESPONSIBILITIES

• Establishes and maintains effective relationships with assigned clients.

• Recommends appropriate process and procedure revisions as needed to focus on continuous improvement.

• Manages approved corporate strategic projects.

• Manages key support systems related to technology systems, training, documentation, and knowledge management, as assigned.

• Assists in all aspects of client lifecycle from pre-implementation to post-implementation focused on assigned clients.

• Gathers client requirements and specifications.

• Provides ongoing account management for assigned clients throughout the life of their contract.

• Maintains periodic account health assessments to drive client retention.

• Documents and publishes meeting agendas and associated minutes.

• Documents, publishes, and tracks action items, owners, and due dates.

• Effectively communicates and interacts with co-workers and other department team members.

• Interfaces with clients, vendors, and internal departments as necessary.

• Develops and maintains various client account documentation.

• Works with the technical staff to ensure test plans have been completed.

• Prepares status reports to keep management, clients, and project team informed of project status and related issues.

• Coordinates and responds to requests for changes from original specifications.

• Coordinates and reports on quality assurance testing.

• Tracks and reports on quality assurance metrics.

• Adheres to pre-defined departmental objectives and metrics to provide high level of client service.

• Performs other tasks as assigned.

• Regular, predictable attendance is essential for satisfactory performance.

KNOWLEDGE, SKILLS & ABILITIES

• Working knowledge of Microsoft Office Suite

• EXCEL EXPERIENCE A MUST

• Working Knowledge of Data Center Operations

• Project Management Experience at the Deployment and Program Level

• Knowledge of IT infrastructure preferred

• Knowledge of IT managed services and/or cloud computing a plus

• ITIL Certification or Process Improvement Certifications preferred

• Knowledge of SSAE 16 and other industry certifications a plus

• Possess excellent problem solving, critical thinking and interpersonal skills

• Possess excellent verbal and written communication skills

• Possess excellent client service skills

• Ability to Present weekly, monthly and quarterly up to the C-Suite level

• Highly motivated self-starter

#GlobalDataCentersCareers

EDUCATION & EXPERIENCE

• B/S degree or equivalent education and/or work experience required.

• Must have a minimum of 5 years of relevant experience, that includes a minimum of 2 + years in the data center co-location industry or Managed Services Vertical.

• PMP Certification preferred but not required.

PHYSICAL REQUIREMENTS

• Primarily sitting with some walking, standing, and bending.

• Able to hear and speak with others and to use a telephone and 2-way radio.

• Close visual work on a computer terminal.

• Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.

• Ability to lift and carry objects weighing up to 20 pounds.

WORK CONDITIONS

• Data Center and typical office environment with varying temperatures and noise levels.

• Extensive daily usage of a computer and/or workstation keyboards and terminals.

• Remote, with ability to travel and work in regional Data Center Locations

SPECIAL REQUIREMENTS

• Periodic travel to other NTT GDCA locations, client, or vendor sites.

• Must be able to respond to emergency situations at the data center.

• Responsible to carry a cell phone and provide 24 x 7 support as needed.

• Must be willing to work outside normal business hours, including weekends, late nights, holidays.

• Must possess a current, valid state-issued driver's license. Can travel internationally if required.

This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $89,600 - $128,200

All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.

Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.

Skills Summary

Account Planning, Churn Models, Contract Management, Contract Renewals, Customer Relationship Management (CRM), Customer Retentions, Customer Success, Service Excellence

Workplace type:

Remote Working

Equal Opportunity Employer

NTT 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

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer - where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology - backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.

• Making a difference - by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self - in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career - with a personal and professional development plan and access to the broadest learning offerings in the industry.