Client Services Lead

About the Role

The Client Services Lead acts as the central point of coordination between the customer, the Sales team, and the Delivery/Service team. This role owns the customer relationship post-sale — ensuring contract terms are tracked and fulfilled, customer satisfaction stays high, renewal opportunities are protected, and any risk signals (delivery gaps, dissatisfaction, scope changes) are surfaced to Sales early enough to act on. This is not a technical delivery role; it's a relationship and coordination role that keeps commercial and delivery teams aligned around the customer's experience.

Key Responsibilities

Customer-facing

• Serve as the customer's primary point of contact for contract and service-related matters (excluding day-to-day technical delivery issues, which route to the Delivery team)
• Build and maintain strong relationships with key customer stakeholders to understand their evolving needs and priorities
• Proactively check in with customers to gauge satisfaction, address concerns, and reinforce the value being delivered
• Manage contract lifecycle events — renewals, amendments, scope changes, expirations — ensuring the customer experiences no service gaps

Sales-facing

• Alert the Sales team early to renewal risk, expansion opportunities, or dissatisfaction signals so they can engage the customer proactively
• Provide Sales with account context (usage patterns, satisfaction trends, open issues) to support upsell/cross-sell and renewal conversations
• Support contract renewal discussions jointly with Sales, acting as the relationship continuity between initial sale and ongoing service

Delivery-facing

• Act as the customer's advocate within Delivery, communicating customer priorities, concerns, and feedback to the service/delivery team
• Track SLA adherence and service commitments against the contract, flagging gaps before they become customer-facing issues
• Coordinate with Delivery on service reviews, issue resolution timelines, and status updates the customer needs

Contract & Reporting

• Maintain accurate records of contract terms, renewal dates, and key account milestones
• Prepare periodic account health reports/dashboards for internal stakeholders (Sales, Delivery, Management)
• Monitor renewal pipeline and flag at-risk accounts with lead time sufficient for intervention

Requirements

• Bachelor's degree in Business Administration, Marketing, IT, or related field
• 3–5+ years of experience in client services, account management, customer success, or a similar customer-facing coordination role — IT/technology services industry preferred
• Strong communication and stakeholder management skills; comfortable being the "translator" between commercial, delivery, and customer language
• Experience with contract lifecycle management (renewals, SLAs, scope tracking)
• Proven ability to work cross-functionally with Sales and Delivery/Operations teams
• Good command of English (written and spoken); Thai fluency required for local customer engagement
• Familiarity with CRM/ticketing tools (Salesforce, ServiceNow, or similar) is a plus

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.