5062 Client Success Specialist

Make an impact at NTT Global Data Centers
Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.
Your role at a glance
Client Success Specialist is responsible for building trusted, senior-level client relationships and enhancing customer satisfaction. Drives service adoption, demonstrates business value, identifies upsell and cross-sell opportunities, and ensures timely contract renewals while minimising churn. Acts as an escalation point, coordinating with internal teams to resolve client issues and deliver positive outcomes. Maintains strong knowledge of NTT’s offerings, IT services, ITIL practices, contracts, billing, and financial metrics. Requires strong consultative selling, negotiation, stakeholder management, account planning, and commercial skills. Typically requires a Bachelor’s degree or equivalent, ITIL knowledge, relevant certifications, and seasoned experience in client-facing Sales, Service, or Consultancy roles within large-scale IT services environments.
What we are looking for
Key Roles and Responsibilities:
Client Nurture / Relationship
Develop and maintain the relationship with client representatives to Management level, being recognised as the client’s ‘trusted advisor’ at NTT
Ensure the client is able to interact successfully with NTT and to optimise the engagement (measurable through improving CSAT)
Act 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 NTT
Adoption Charter
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 realise demonstrable value from the Offers and meet their original business (procurement) objectives
Expansion Charter
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
Renewal Charter
Demonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and on-time renewal
Minimise 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
Build and maintain Client Success Management skills and operating knowledge
Build and maintain an up-to-date knowledge of NTT’s Offers
Knowledge, Skills and Attributes:
Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level
Basic 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 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 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
Academic Qualifications and Certifications:
Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience
Certification and working knowledge of ITIL practices
Additional relevant vendor certifications would be advantageous
Required Experience:
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
Who we are
As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.