Client Success Specialist

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

Client Success Specialist is responsible for building trusted, senior-level client relationships and enhancing customer satisfaction. Drives service adoption, demonstrates business value, identifies upsell and cross-sell opportunities, and ensures timely contract renewals while minimising churn. Acts as an escalation point, coordinating with internal teams to resolve client issues and deliver positive outcomes. Maintains strong knowledge of NTT’s offerings, IT services, ITIL practices, contracts, billing, and financial metrics. Requires strong consultative selling, negotiation, stakeholder management, account planning, and commercial skills. Typically requires a Bachelor’s degree or equivalent, ITIL knowledge, relevant certifications, and seasoned experience in client-facing Sales, Service, or Consultancy roles within large-scale IT services environments.

What we are looking for

Key Roles and Responsibilities:

・Client Nurture / Relationship

・Develop 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 NTT

Adoption Charter

・Ensure the client is aware of, and is successfully adopting Offer features and increasing their usage of services (as appropriate)

・Proactively help the client to realise demonstrable value from the Offers and meet their original business (procurement) objectives

Expansion Charter

・Drive up-sell of existing Offers/services and close the deals to achieve revenue targets ・Identify cross-sell opportunities (to extend NTT’s footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities

Renewal Charter

・Demonstrate the value delivered by NTT throughout the lifetime of the contract and drive a successful and on-time renewal

・Minimise churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal process

Client Success Practice

・Be 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 portfolio

・Build and maintain Client Success Management skills and operating knowledge

・Build and maintain an up-to-date knowledge of NTT’s Offers

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.