Client Success Expert Jobs in Wisconsin (NOW HIRING)

Make an impact with NTT DATA. Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

The Client Success Specialist is a seasoned subject matter expert, responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for the company. This role is responsible for multiple small-to-medium scale or simple (single-service) contracts. As the primary post-sale point of contact for clients this role drives client-facing activity through the company's Client Success Management Charters of Adoption, Expansion and Renewal. Acting as the clients’ trusted advisor they help the client realize value from their relationship with the company and ensure the client’s relationship experience is a positive one. This role works in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal. As part of the regional and Global Client Success Management practice, you will adopt standard methodologies, use our platforms and tools, and contribute to the community by sharing your experiences. You will ensure the quality of DATA within your client portfolio, maintain your Client Success Management skills, and stay updated on NTT DATA's offerings.

Client Nurture and Relationship: Develops and maintains the relationship with client representatives to Management level, being recognized as the client’s ‘trusted advisor’. Ensures the client is able to interact successfully with the company and to optimize the engagement (measurable through improving CSAT) Acts 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 the organization.

Adoption Charter: Ensures the client is aware of and is successfully adopting offer features and increasing their usage of services (as appropriate). Proactively helps the client to realize demonstrable value from the offers and meet their original business (procurement) objectives.

Expansion Charter: Drives up-sell of existing Offers/services and closes the deals to achieve revenue targets Identifies cross-sell opportunities (to extend organization’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities.

Renewal Charter: Demonstrates the value delivered by the organization throughout the lifetime of the contract and drive a successful and on-time renewal. Minimizes 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. Builds and maintains Client Success Management skills and operating knowledge. Builds and maintains an up-to-date knowledge of company offers.

Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level. Seasoned account planning and stakeholder mapping and management techniques. Ability to interpret a client’s business strategy / plans and understand opportunities for company solutions/services. Seasoned knowledge of company's offers and services, including the core functionality and features, linkage within company’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 the organization's expertise and differentiated offerings and position “partnership” offerings with the client. Seasoned 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. Seasoned knowledge and understanding of IT service environment, service operations and ITIL practices. Seasoned understanding of organization's high-level operating model and the ability to develop and maintain relationships across relevant cross‑functional teams. Seasoned understanding of organization's billing processes and client invoicing linked to contracted services. Seasoned understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations. Seasoned 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.

Bachelor’s degree or equivalent in information technology or sales or a related field. Certification and working knowledge of ITIL practices. Additional relevant vendor certifications is advantageous.

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.

We are not just participating in the AI era; we are driving it. With over $3 billion invested annually in R&D and a focus on “Human-Orchestrated Autonomy,” we provide an environment where leaders can build the future of infrastructure and security. Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The range for this position is $78K-$146K base plus bonus. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position is eligible for company benefits that will depend on the nature of the role offered.

• medical, dental, and vision insurance
• flexible spending or health savings account
• life, and AD&D insurance
• short- and long-term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• and additional voluntary or legally required benefits

Remote Working

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start‑up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

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

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!