Client Success Manager (m/f/d)

Acting as the main day-to-day commercial point-of-contact for a nominated base of client accounts, the Client Success Manager will hold overall responsibility and accountability for a base of client accounts throughout their entire life-cycle with NTT Global Data Centers ensure all contractual provisions are met whilst overseeing the continuous delivery of the contractually guaranteed services be a SPOC for service and escalation management, as well as commercial and contractual issues including responsibility for cross/upselling develop trusted and long-lasting client relationships across multiple contact touch-points assist to develop best practices for continual improvement of our existing tool-sets and processes used when interfacing with clients.

Your responsibilities 

• Coordination of new client on-boarding responsibilities, including set-up of the client onto the Client Portals (plus other associated activities)
• Support and development of existing client relationships, including completion of Account Plans (plus other associated materials as required)
• Assisting with the acquisition of new business via development of cross-selling and up-selling opportunities, and acting/participating as a core member of the overall sales account team
• Implementation of processes (and process-improvements) to satisfy the in-life support requirements of both existing and new clients
• Overseeing the provisioning activities and the end-to-end delivery process for certain products and services sold into your client base
• Establishment of a professional service interface with other NTT GDC internal departments, including specialist technical departments
• Preparation and implementation of weekly/monthly/quarterly/bi-annual client service meetings, client audits, client satisfaction surveys as well as tracking of service issues and complaints (including being the first point of contact for complaints and escalations)
• Control and management of the commercial client contribution, monitoring of the ordering and billing processes as well as chasing outstanding payments/receivables. Development of client interfaces and systems (for example CRM and Change Management Systems)
   

Your profile

• Several years of experience within the Sales and Client Success Management arena for a technical services company, such as a data center services provider, telecommunications and/or internet services provider or another similar technical organisation
• Excellent numerical, literacy, and written skills. You will be able to communicate effectively and build relationships at all levels
• Be able to interpret often complex and technically detailed contracts. It would be desirable if you have completed technical/higher studies
• Have the ability to handle confidential matters with discretion and professionalism acting with integrity at all times
• Possess excellent organisational and project management skills and be able to prioritise your own workloads without supervision
• Have an analytical and inquisitive nature and be able to use your initiative and self-motivation to solve challenging problems
• Be highly proficient with the use of IT equipment and software systems, including a very good knowledge of MS Office