Vendor & Partner Services Lead at NTT Ltd

Working at NTT

Client Success Management jobs ensure that the Client Success Management strategy is achieved at a Regional/Country level. They achieve this through leading a team of Client Success Specialists to drive in-contract growth and renewals (with minimum churn). This is in pursuit of country revenue and gross profit targets (for contracts within the Client Success Management account base) set out in the go-to-market services strategy. They may also at times be required to operate as a Client Success Specialist due to the nature and size of the country.

Key Responsibilities:

CSPP Program Management:

• Lead all facets of the CSPP Program, ensuring its objectives are consistently met and maintained.
• Coordinate with various internal and external stakeholders to guarantee the successful rollout and sustained success of the CSPP Program.
• Regularly monitor and analyze performance data to ensure Dimension Data is on track to meet or exceed the agreed-upon metrics.
• Identify, define, and track key performance metrics for the program.
• Ensure internal teams are equipped with the knowledge and tools to succeed within the framework of the CSPP program.
• Coordinate with Cisco to provide necessary training for Dimension Data teams regarding CSPP requirements, benefits, and best practices.
• Ensure that all activities within the CSPP adhere to Cisco’s guidelines and requirements.
• Stay updated with any changes to the CSPP framework and ensure Dimension Data remains compliant.

SDIS (Dimension Data Support) Services Program

• Own internal awareness and education on the SDIS product.
• Work Closely with the client managers to ensure all services quotes for VBR include SDIS.
• Work closely with the Services Sales team to provide the right pricing for services and SDIS.
• Maintain comprehensive documentation that outlines the features, capabilities, and updates related to the SDIS services.
• Liaise with the sales and technical teams to ensure they understand the value proposition of SDIS services.
• Work closely with the SDIS development team to ensure any enhancement required for the region are considered and possibly implemented.
• Lead all facets of the SDIS Program, ensuring its objectives are consistently met and maintained.
• Regularly monitor and Analyze performance data to ensure Dimension Data is on track to meet or exceed the agreed-upon SDIS targets.
• Stay updated with any changes to the SDIS product and ensure Dimension Data East Africa is aligned as much as possible.

Pricing and Proposals:

• Work with a team to ensure all pricing requests for SDI Services are fulfilled, ensuring precision and market competitiveness.
• Collaborate with the commercial and sales teams to maintain updated and market-aligned pricing models.
• Work closely with the Services Sales team to provide the right pricing for services and SDIS.
• Work closely with the Services Sales and Sales team to include our services (SDIS) to all opportunities.
• Ensure a clear understanding of the cost structure to set prices that provide value to the customer and profitability to the business.

Collaboration with Services and Client Managers:

• Engage closely with services managers to ensure the delivery of top-tier services tailored to client specifications.
• Interact with client managers to understand client expectations and ensure our SDIS service offerings are consistently aligned.
• Work with the service sales specialist and client managers to reach and surpass regional SDIS service targets, formulating and executing strategies to ensure growth and client satisfaction.
• Work closely with the regional SDIS product managers.

Reporting and Analysis:

• Regularly update senior management on the progress of the CSPP Program, and regional service targets.
• Evaluate performance metrics and identify areas for improvement, implementing strategies accordingly.
• Use historical data and current trends to forecast future performance, sales, costs, and other relevant metrics.
• Track Key Performance Indicators (KPIs) to measure the company's success in adopting SDIS.
• Create detailed, clear, and actionable reports tailored to the needs of different stakeholders.

Management

• Manage the VBR team who will be responsible for SDIS pricing and CSPP program activities.
• Oversee the day to day tasks/ requests from the client managers on services pricing and ensure on-time pricing to the sales team.

Academic Qualifications and Certifications:

• Bachelor’s degree in computer science, IT, Business, or a related discipline. Master's degree is a plus.
• Minimum of 3 years experience in software-defined infrastructure services, vendor management, or a related domain.
• In-depth understanding of Cisco CSPP Program and Support Services.
• Stellar communication and interpersonal abilities.
• Proven capability to manage multiple projects and priorities in a dynamic setting.
• Proficiency in data-driven decision-making and reporting.