Client Success Manager at Dimension Data

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.

Requirements

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
• Participate in regular business reviews with the client

Land Charter

• Work closely with the sales teams to identify and position services solutions and close on the opportunities to achieve revenue targets
• Collaborate with the relevant stakeholders to design the best services to fit the client requirement.
• Adoption Charter
• Ensure the client is aware of, and is successfully adopting Offer features and increasing their usage of services
• Proactively help the client to realise demonstrable value from DD services and meet their original business objectives

Expansion Charter

• Drive up-sell of existing services and close the deals to achieve revenue targets
• Identify 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 Charter

• Demonstrate the value delivered by DD 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 DD’s Offers

Qualifications and experience

• Bachelor’s degree in related field required
• Certification and working knowledge of ITIL practices
• Knowledge and execution of the LAER Client success framework
• Additional relevant vendor certifications would be advantageous
• Demonstrable 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