Customer Success Manager

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.

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.