9 - 14 years
15 - 25 Lacs
Posted:-1 days ago|
Platform:
Work from Office
Full Time
The Principal Client Success Specialist is a highly skilled 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 large-scale or complex (multi-service) contracts for complex or strategically important clients. As the primary post-sale point of contact for clients they drive client-facing activity through company's Client Success Management Charters of Adoption, Expansion and Renewal and Competition base acquisition.
Acting as the clients trusted advisor this role helps the client realize value from their relationship with the organization and ensure the clients relationship experience is a positive one.
This role is required to work in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.
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.
Facilitates regular business reviews with the client.
Proactively helps the client to realize demonstrable value from the offers and meet their original business (procurement) objectives.
Identifies upsell & cross-sell opportunities in existing and competition accounts (to extend company's footprint with the clients) and engagement with Sales/GTM functions to engage with existing and new client on these opportunities.
Minimizes churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal process.
Be an active member of the regional and Global CS Management practice (including adopting standard methodologies, platforms/tools, KPIs, Outcome Success Plans, Quarterly Service Reviews, 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.
NTT DATA
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