Associate Client Success Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Dimension Data Full time

We are looking for a Junior Client Success Manager who is product, business, and technically savvy, and possesses a strong drive for business and client results.

The ideal Junior Client Success Manager should be able to create and deliver value by engaging with clients, maximize client value, intelligently position Dimension Data NTT Software Lifecycle Services, and create strategies to grow our client base.

Duties for the Junior Client Success Manager will include a broad range of tasks such as:

Requirements:

Client Relationship

  • Aligning Dimension Data NTT Software Lifecycles Services back to the client business outcomes
  • Developing and maintaining relationships with client representatives through to Senior Management
  • Being recognized as the client's 'trusted advisor' through continuous delivery of value
  • Act as an escalation point for client issues that are not being resolved through standard escalation processes
  • Participate in regular business reviews with the client where required

Adoption

  • Ensure the client is suitably aware of and is successfully adopting NTT service features & functions in line with annual KPI targets
  • Proactively help the client using data driven analytics to realize demonstrable value from the services and meet their original business outcomes
  • Participate in regular business reviews with the client to demonstrate data driven best practice recommendations

Expansion

  • Demonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and ontime renewal engagement
  • Minimize churn (client, revenue & service) at renewal and seek opportunities to drive upsell / crosssell as part of the renewal process

Renewal

  • Establish clear retention goals and process milestones for the client and employees to work toward
  • Demonstrate the value delivered by NTT Dimension Data throughout the lifetime of the contract and drive a successful and ontime renewal.
  • Minimize churn (client, revenue, service) at renewal and seek opportunities to drive upsell / crosssell as part of the renewal process.
**Qualifications

  • Minimum of 3 years of Customer Success work related experience
  • Bachelor's degree or equivalent industry related qualification
  • ITIL V3 or later Certification and working knowledge of ITIL practices would be advantageous
  • Additional relevant vendor certifications would be advantageous
  • Demonstrable experience in a clientfacing role in one or more Sales, Service, or Consultancy disciplines in a largescale IT services environment.

Junior Client Success Manager Knowledge, Skills, Attributes

  • Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to C-Suite level
  • Account planning, stakeholder mapping and management skills
  • Ability to interpret a client's business strategy and/or outcomes and understand how NTT services can fulfil the client's requirements
  • Excellent knowledge of the NTT service portfolios including the core functionality, features, pricing structures & client value elements
  • Ability to provide an industry best practice, external/internal viewpoint (including industry insights, technology trends, and competitor landscape) to highlight how NTT's differentiated offerings can help the client achieve their business outcomes
  • Strong awareness of sales skills (consultative selling and negotiation) with the ability to identify upsell opportunities and close resulting deals
  • Ability to execute ontime renewals with minimum volume or price churn
  • Strong knowledge and understanding of IT service environments, service operations, and ITIL practices
  • Understanding of the NTT highlevel operating model and the ability to develop and maintain relationships across relevant cross functional teams
  • 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 activity during the client lifecycle

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