Customer Success Manager

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.

Your day at NTT DATA

We are seeking a highly experienced Client Service Lead to lead strategic client relationships and ensure exceptional service delivery across key accounts. The successful candidate will be responsible for building strong client partnerships, overseeing service performance, managing complex escalations, and collaborating with internal stakeholders to deliver high-quality solutions aligned with clients' business objectives.

This role requires a senior professional with extensive relevant experience and a proven track record in client management, service delivery, and leadership.

Key responsibilities:

• Lead and manage strategic relationships with key clients, acting as a trusted advisor and senior point of contact.
• Develop a deep understanding of clients' businesses, priorities, challenges, and long-term objectives.
• Oversee end-to-end service delivery and ensure services consistently meet agreed SLAs, KPIs, and client expectations.
• Conduct regular business and service reviews with senior client stakeholders.
• Manage complex client issues and escalations, ensuring timely resolution and effective communication.
• Establish strong relationships with senior stakeholders and decision-makers within client organizations.
• Work closely with Sales, Operations, Technology, Finance, and other internal teams to ensure seamless service delivery.
• Identify opportunities to enhance client satisfaction, service quality, and operational efficiency.
• Drive continuous improvement initiatives based on client feedback and service performance.
• Identify opportunities for account growth, additional services, and long-term partnership development.
• Lead, coach, and develop client service team members to ensure consistently high service standards.
• Monitor account performance, potential risks, and client satisfaction, and implement appropriate action plans.
• Support contract discussions, service agreements, renewals, and commercial negotiations as required.
• Provide regular updates and strategic recommendations to senior management.
  

Qualifications:

• Bachelor’s degree in Business Administration, Management, Information Technology, Engineering, or a related field (Master’s degree preferred).
• Minimum 15 years of experience in Client Services, Service Delivery, Account Management, Customer Success, IT Services, Consulting, or related functions.
• Proven experience managing large, strategic, or enterprise-level client accounts.
• Strong track record of building and maintaining relationships with senior executives and C-level stakeholders.
• Extensive experience in service delivery management, SLA/KPI management, escalation management, and client governance.
• Demonstrated leadership capabilities with experience leading and developing high-performing teams.
• Prior experience in IT services, technology, consulting, outsourcing, or professional services environments preferred.
• Strong commercial acumen with experience driving account growth, supporting contract renewals, and contributing to business development initiatives.

Workplace type:

About NTT DATA
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.

Equal Opportunity Employer
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. Apply today.

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