Software Lifecycle Specialist

4 weeks ago

Johannesburg, Gauteng, South Africa NTT Full time

NTT is a major global IT solutions and services organization that merges individuals, data, and things to shape a brighter and more sustainable future.

In today's closely connected world, establishing strong connections is crucial. By uniting skilled individuals, top-tier technology partners, and emerging innovators, we assist our clients in addressing some of the most significant technological, business, and societal challenges globally.

With individuals as the core of our achievements, NTT is dedicated to attracting and nurturing top talent, fostering an inclusive environment where everyone feels valued and their input is recognized.

Interested in joining our team?

Dimension Data is part of the NTT Group, a powerhouse in global IT with its headquarters in Japan. Under the NTT umbrella, we provide a diverse range of IT services and solutions worldwide. Although the Dimension Data brand was retired in certain regions in 2019, it remains prominent in the Middle East and Africa. Come onboard and be a part of the NTT family as we continue to deliver innovative solutions to support our clients in achieving their business goals.

Working at NTT

The Client Success Specialist plays a vital role in nurturing and maintaining client relationships to enhance value and long-term partnerships for NTT. Serving as the primary post-sale contact for clients, they steer client-facing activities through NTT's Client Success Management Charters of Adoption, Expansion, and Renewal.

  • Develop and nurture relationships with client representatives up to management level, positioning themselves as the client's go-to person at NTT.
  • Ensure seamless client interactions with NTT, optimizing engagement levels (measured by enhanced Customer Satisfaction scores).
  • Act as a point of escalation for client issues not resolved through standard processes, ensuring satisfactory resolutions with relevant resolver groups within NTT.
  • Participate in regular business reviews with clients.

Adoption Charter

  • Facilitate client awareness and successful adoption of Offer features, enhancing service usage.
  • Proactively assist clients in realizing value from the Offers and meeting their primary business objectives.

Expansion Charter

  • Promote existing Offers/services upsells and drive deals to meet revenue targets.
  • Identify cross-selling potentials and engage Sales/GTM functions to explore these opportunities with clients.

Renewal Charter

  • Showcase the value delivered by NTT throughout the contract lifespan, ensuring successful and timely renewals.
  • Minimize churn at renewal and explore avenues for upsells/cross-sells during the renewal process.

Client Success Practice

  • Active involvement in the Regional and Global CS Management practice, embracing standard methodologies, platforms/tools, KPIs, and best practices while sharing insights within the community.
  • Responsible for Data Quality Management within the client portfolio.
  • Enhance and sustain Client Success Management skills and operational knowledge.
  • Stay updated on NTT's Offers and services.

Knowledge, Skills, and Attributes

  • Outstanding interpersonal skills for establishing and maintaining strong stakeholder relationships up to Management level.
  • Proficiency in account planning, stakeholder mapping, and management techniques.
  • Ability to align a client's business strategy with NTT's solutions/services.
  • Familiarity with NTT's Offers, core functionality, pricing structures, and client benefits.
  • Strong sales capabilities, including consultative selling and negotiation skills.
  • Execution expertise in timely renewals with minimal churn.
  • In-depth understanding of IT service environment, service operations, and ITIL practices.
  • Familiarity with NTT's operational model and ability to foster relationships with cross-functional teams.
  • Knowledge of billing processes, client invoicing tied to contracted services, financial statements, and metrics.
  • Proficiency in contract management and negotiation.

Academic Qualifications and Certifications

  • At least 5 years of related experience with a Bachelor's degree, or 3 years with a Master's degree, or a Ph.D. with no experience, or equivalent work experience.
  • Certification and practical understanding of ITIL practices.
  • Additional vendor certifications are a plus.

Required Experience

  • Proven experience in a client-facing role within Sales, Service, or Consultancy in a large-scale IT services environment.
  • Expertise in sales and operations for services products.

Skills Summary

Contract Management, Cross-Selling, ITIL Practices, Sales Process, Software Development Life Cycle (SDLC)

What will make you a good fit for the role?

Workplace Type: Hybrid Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer fostering a global culture that celebrates diversity. We are dedicated to providing a fair, discrimination-free environment. We do not differentiate based on various factors like age, race, color, sex, religion, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or any other protected category.

Join our expanding global team and advance your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer where you collaborate with Fortune 500 clients, leading global technology partners, and a network of over 40,000 talented colleagues across 57 countries, offering services in over 200 countries.
  • Engaging with cutting-edge technology backed by a 150-year legacy of technological advancements. With 40% of the world's internet traffic flowing through our network, and being the birthplace of Emojis, the group takes pride in numerous groundbreaking achievements.
  • Contributing meaningfully by shaping a better future for clients, industries, and communities globally.
  • Thriving in a progressive 'Connected Working' environment that encourages flexibility, connectivity, and well-being, promoting diversity and embracing different perspectives to ensure equal opportunities for all.
  • Having continuous prospects to nurture and enhance your career, with personalized professional development plans and access to a wide range of learning resources.

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