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The Client Success (Operations and Enablement) Architect is responsible for ensuring that the Regional Client Success teams have access to the information and knowledge they need to effectively execute their roles and that they (can) collaborate with Group and colleagues across the NTT organization.
They additionally ensure that information and knowledge is effectively communicated across the global Client Success Management community, TIS Service Operations and CDD division as well as Regions ensuring that effectively collaborating to share knowledge and best practice is unified across NTT.
This role will work extensively with the Group Learning and Development and Service Offer Management teams, GDC operations in addition to the Client Success Management teams within regions.
Working at NTT
Highly critical, strategic advisor and technical expert that engages with customers to accelerate their adoption of NTTs products & solutions that transform their business and drive business outcomes.
Responsible for providing the sales and adoption organization with the information, content, expertise, and tools to help NTTs sales-engine sell more effectively.
Create and deliver content, information, and tools to prepare sellers to deliver on company business goals including building client relationships, identifying client needs, how company products and services can meet client needs and capturing opportunities within their accounts.
Typically collaborates with Product Management, Marketing Sales,
Operations to create content and track and measure operations and performance.
Business Mindset & Product expertise Absorbs & Understands how the NTT TIS Services offers work technically and how it can be translates offer to value realization.
Soft service skills. Effectively works with customers to help them adopt and realize value from NTT TIS portfolio
Process expertise. Understands critical processes that are common across many customers. ITIL knowledge and certification is valued.
Industry expertise. Understands the language and technical challenges of a specific industry or market segment.
Key roles and responsibility
Once hired, the new customer success Architect must first define the charters for the clients. This person will drive the charters of the customer success organization, which will include adoption, retention, and / or expansion.
Define the client vision : define the vision for the organization, including a company-wide customer experience program throughout NTT services define the customer journey map for adoption which uses cases to propose from our Offers that will generate and achieve client’s business outcomes
Get Buy-in . The customer Success Architect must also obtain buy-in from the other executives who will have customer engagement responsibilities to deliver an excellent overall customer experience.
Peers from , Sales, Product Management, Product Development, etc. will likely already have their own defined customer engagement touchpoints.
For this reason, it is critical to design an overall customer engagement strategy that includes all customer-facing organizations.
Demonstrate element of Value & Benefits from the SDI Services Offers Ability to coordinate, lock and run Platform Demonstrations securing Platform Technology adoption.
Further responsibilities :
- CSA maps client’s business outcomes against use cases
- CSA ensures implementation best practices are followed.
- Post successful deployment, proof is submitted to claim Use LCI Activate
- CSA documents Client Success plan and sign off with client
- Knows in detail the client health and state i.e. o How many of these HW assets are already EOS / EOL? o What is the a-la-carte or EA Subscription Software Licenses count?
- Creates an inventory licenses count & maps against each NTT portfolio category.
- Creates an inventory of smart accounts does the client have from Cisco or other vendors?
What the CSA will also Do :
Extraordinary post-sales technical expertise to our client base. Working directly with customers you will be the subject matter expert on SDI Digital Services as a practice.
You will be responsible for delivering value by driving adoption of our SDI Services and Service Portal platform across the client’s enterprise.
Identify and develop champions within the customer project team, extended team, and executive leadership to assist in new business development and stronger project sponsorship from customer collaborators.
By ensuring value realization for the customer, you help ensure the continued success of SDI Services within the client’s enterprise which ultimately helps secure the renewal and drives expansion discussions.
Conduct health checks and customer reviews periodically to ensure deployment is completed and production systems are configured for customer success.
Identify training gaps and opportunities for expansion and enhancement.
- Actively Drive value realization
- Increase customer adoption by further evangelizing the benefits of SDI Digital Services
- Gathering instances where customer realizes value from NTT SDI Services and Portals (screenshots, dashboards)
- Increase operational use of NTT Service Portal within the client organizations.
- Drive a Strong Evangelization Program of SDI Base and Premium across NTT
- Assist in building a customer Wiki for NTT SDI Services content.
- Drive and represent the client in all technical field escalation calls.
What will make you a good fit for the role?
- Exceptional communication skills
- Customer engagement experience at the executive level
- An executive presence
- Team-building experience
- A proactive engagement style.
- Strong analytical skills
- Demonstrated years of experience required in diagnosis and troubleshooting, handling TAC, and technical services in a role as Technical L2 / L3 engineer within a large ICT organization.
- Demonstrated years of experience in mega technology architecture program implementation
- Demonstrated experience in client and escalation handling.
- Demonstrated experience in problem-solving techniques.
- Preferably multi-vendor experience in global service delivery environment
- Strong writing, editing, proofreading, layout, and design skills, including the ability to present concepts verbally.
- Strong knowledge and understanding of current trends in communications (including digital media / social media)
- A wide degree of creativity and latitude Company Confidential Excellent research skills
- Must possess excellent organizational and planning skills.
- Adaptable and be able to consistently deal with ever-changing conditions and a fast-paced environment.
- Good project management and time management skills Interpersonal skills with the ability to develop and maintain solid stakeholder relationships (across relevant NTT Ltd cross-functional teams
- Good leadership skills to build and maintain a wide community of interest / expertise.
- Ability to recognize opportunities to enhance and strive for continuous improvement, in-depth understanding of NTT’s approach to Adoption Management, including the strategic direction and operating model
- Understanding of NTT Ltd.’s high-level operating model (how we work and which functions are involved)
- Understanding of the NTT Ltd.’s services business and commercial service offerings available.
Academic Qualifications and Certifications :
Bachelor’s degree in IT / Business Management / Engineering or equivalent
Equal Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
