NTT - Manager - Customer Success - CISCO Products

Customer Success Manager (IT Industry candidates only) for CISCO Products required for NTT India

Title : Software Lifecycle specialist

Location : Delhi/ Mumbai/ Bangalore

Job Description Summary :

- The Software Lifecycle Specialist is an integral part of the client's software journey. You will be responsible for ensuring the client deploys the software purchased and that the client realizes the value from their investment.

- Additionally, serves as the primary post-sale point of contact for clients/customers.

- Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.

- Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve the customer's desired result. Ensures best practices are adopted for product use.

- Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results.

- May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

- The Software Lifecycle Specialist builds and maintains the client relationship to drive value for the client's software estate and increase lifetime value for NTT. As the primary software post-sale point of contact for clients, they drive client-facing activity through NTT's Software Lifecycle Specialist Charters of Adoption, Expansion, and Renewal of software.

- Acting as the clients' trusted advisor for software, they help the client realize value from their relationship with NTT and ensure the client's relationship experience is a positive one.

- They are required to work in partnership with NTT's sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal for software.

- Strategically, this candidate shall work as an SME familiar with various software licensing tools from key vendors licensing models, such as Cisco, Microsoft, VMWare and Palo Alto and fully well-versed with the license structure.

- Candidate needs to be a champion for key vendors licensing and be able to influence clients on the optimal license structure and Enterprise Agreement.

- Candidate needs to have a deep knowledge and understanding of the client and provide effective commercial positioning of licensing to client after analysis of their licensing estate.

- Candidate shall particulate into new capabilities development and develop user stories and test E2E solutions relating to licensing.

- The ideal candidate will be entrepreneurial with previous experience leading services, and has analytic horsepower, logical reasoning ability and understanding of key vendors licensing models, such as Cisco, Microsoft, VMWare and Palo Alto products and solutions.

- Responsible for selling software related products and/or services. This would typically be a list of the company's product catalogue, typically a technology or those that are strategic in nature. Typically specializes in a specific product or product line and carries an overlay quota. Generally, not account-assigned, but may work with account-assigned sales account managers to close sale. May also be called on as a technical product expert to develop and present sales proposals and systems solutions, and close complex technical sales. Primary focus of this position is selling the company's products/services; this role is not an engineering position.

Key Roles and Responsibilities :

- Work closely with the assigned Client Manager and Service Delivery Managers to ensure consistent and effective client engagements, leveraging resources as required.

- Be accountable for the client's deployment and adoption of their software investments.

- Create Software Success plans to help accelerate software usage and feature adoption.

- Alignment to the Line of Business and IT Team to ensure business and/or operational objectives are being achieved.

- Drive activities to demonstrate how to adopt new features of the software suite and communicate with the Client Manager.

- Ensure adoption plans are updated and regular business review meetings are held to demonstrate value to the client.

- Drive regular training programs with the client on how to use specific software features

- Identify opportunities to upsell, cross sell and expand Software offerings as well as ensure the uptake of NTT Service offers

- Responsible for reporting success metrics back into NTT and its vendors.

- Be the conduit between the Client Managers and Professional Services and Consulting.

- Rebates and Credits; ensure NTT is making the most of the vendor Activation rebates and Lifecycle Advisor Credits.

- Partner with the Client Success Managers to ensure successful renewals of software.

- Actively document case studies

- Drives design of the software defined infrastructure offering, usage & adoption, interfacing with the vendor & SCOE delivery team, KPI, adoption of delivery obligations & Renewal.

Role's Focus and Segmentation :

1. Client Segment Focus :

- Primary Segment Focus: Existing clients

- Secondary Segment Focus: New clients

2. Sales Process Involvement: Adopt, and Renewal

3. Sales Time Allocation :

- Pre-sales & Engaged selling time: 65%

- Sales Order Facilitation & Completion: 35%

4. Solution Focus :

- Primary: Cisco, Microsoft, VMWare and Palo Alto

- Secondary: In-accordance to Software Enablement Roadmap

5. Sales Strategy with Buyers & Products

- New clients: Conversion

- Existing: Retention (current products) and Penetration (new/different products)

6. Stakeholder Engagement

Internal: Country / Region Client-Facing Sales Organization and Sales Development Representatives, Client Partner (CP) & Client Success Management (CSM), and SCOE delivery Team.

External: End-Clients, OEM Vendors

Knowledge, Skills, and Attributes :

- Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level

- Account planning and stakeholder mapping and management techniques

- Ability to interpret a client's business strategy/plans and understand opportunities for NTT solutions/services

- Knowledge of NTT's Offers and services, including the core functionality & features, linkage within NTT'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 NTT's expertise and differentiated offerings and position NTT's partnership' offerings with the client

- Strong 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

- Strong knowledge and understanding of IT service environment, service operations, and ITIL practices

- Understanding of NTT's high-level operating model and the ability to develop and maintain relationships across relevant cross functional teams.

- Understanding of NTT's billing processes and client invoicing linked to contracted services

- Understanding of financial statements and metrics, including revenue, expense control, and growth relative to the market in order to hold strategic client conversations.

- 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

- Excellent communication skills (verbal and written) coupled with good questioning skills