Are you tired of not being able to progress in your career? Are you looking for a role that will allow you to build your skills and experience? Do you want to work with an established company that is expanding rapidly? Apply now to this Client Success Manager role!As a Client Success Manager, you will build and maintain the client relationship to drive value for the client and increased lifetime value for Dimension Data.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 they drive client-facing activity through Dimension Data’s Client Success Management Charters of Land, Adoption, Expansion and Renewal.Acting as the clients’ trusted advisor they help the client realize value from their relationship with Dimension Data and ensure the client’s relationship experience is a positive one.They are required to work in partnership with Dimension Data’s sales and service delivery management teams to deliver in-contract growth and a successful on-time renewal.RequirementsClient Nurture / RelationshipDevelop and maintain the relationship with client representatives to Management level, being recognised as the client’s ‘trusted advisor’ at NTT Ensure the client is able to interact successfully with NTT and to optimise the engagement (measurable through improving CSAT)Act 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 NTTParticipate in regular business reviews with the clientLand CharterWork closely with the sales teams to identify and position services solutions and close on the opportunities to achieve revenue targetsCollaborate with the relevant stakeholders to design the best services to fit the client requirement.Adoption CharterEnsure the client is aware of, and is successfully adopting Offer features and increasing their usage of servicesProactively help the client to realise demonstrable value from DD services and meet their original business objectives Expansion CharterDrive up-sell of existing services and close the deals to achieve revenue targetsIdentify cross-sell opportunities (to extend DD’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities Renewal CharterDemonstrate the value delivered by DD throughout the lifetime of the contract and drive a successful and on-time renewalMinimise churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal processClient Success PracticeBe 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 portfolioBuild and maintain Client Success Management skills and operating knowledgeBuild and maintain an up-to-date knowledge of DD’s OffersQualifications and experience Bachelor’s degree in related field requiredCertification and working knowledge of ITIL practicesKnowledge and execution of the LAER Client success frameworkAdditional relevant vendor certifications would be advantageousDemonstrable 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.Demonstrable subject matter and services product expertise within sales and operations
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