NTT DATA Business Solutions · 11 hours ago
Sr. Customer Success Manager (SAP EXPERIENCE REQUIRED)
United States
Full-time
Remote
Senior Level
6+ years expNTT DATA Business Solutions is seeking a Senior Customer Success Manager who will be responsible for supporting the success of important customer accounts with a focus on operational excellence and customer satisfaction. The role involves managing relationships with enterprise clients, driving customer success strategies, and collaborating with internal teams to ensure high-quality service delivery.
Information Technology & Services
Hiring Manager
AMRITA BALIGA
Responsibilities
Serve as the lead point of contact for NDBS enterprise customers, developing strong, long-term relationships with key stakeholders and decision-makers
Develop and execute customer success strategies that align with the customer's business objectives, ensuring the delivery of tangible outcomes
Conduct value business reviews, providing insights on performance metrics (SLAs/KPIs), risk assessments, and recommendations for future success
Drive strategic discussions with customers to identify and capitalize on opportunities for optimization, growth, and innovation in service delivery
Act as the primary advocate for customers, ensuring their needs and concerns are heard and addressed within the company
Manage and resolve complex customer issues and escalations, coordinating with internal teams to deliver timely and effective solutions
Monitor customer satisfaction, anticipate challenges, and proactively address potential issues to maintain strong relationships and customer health
Stay current with the delivery of managed services on the account (if applicable), ensuring that service levels meet or exceed contractual obligations and customer expectations
Collaborate closely with internal teams (Consulting, Operations, PreSales and Sales) to ensure value alignment on customer goals, service delivery, and long-term planning
Identify areas for process improvement and work with cross-functional teams to drive initiatives that enhance the customer experience
Proactively identify opportunities for account expansion through up-sell and cross-sell initiatives, collaborating with Sales and Product teams to drive additional value for customers
Partner with Sales and PreSales on contract renewals, contributing to negotiations and ensuring mutually beneficial terms that support both customer success and business growth
Contribute to the company's overall business strategy by providing customer insights and feedback that inform product development and go-to-market efforts
Act as a thought leader within the Customer Success organization, contributing to the development of best practices and innovative approaches to account management
Share expertise with other CSMs, fostering a collaborative culture focused on customer-centric solutions and continuous improvement
Lead by example in customer communications, project management, and issue resolution, demonstrating excellence in all aspects of account management
Track, analyze, and report on key metrics for assigned accounts, including customer satisfaction, retention rates, NPS, and overall health
Present insights and recommendations to senior leadership, using data to influence decision-making and drive customer success strategies
Regularly assess the health of key accounts, providing proactive recommendations and action plans to ensure continued success
Qualification
Required
Bachelor's degree required; advanced degree (MBA or equivalent) preferred
6+ years of customer success, account management, or related experience in a leadership or high-impact individual contributor role, preferably in SaaS, managed services, or cloud environments
5+ years of SAP, ERP, or similar industry experience, with expertise in managing medium to large scale accounts
Demonstrated ability to manage complex, high-value customer relationships and deliver successful outcomes
Proven track record of driving customer satisfaction, retention, and growth in a customer-facing role
Exceptional communication, presentation, and relationship-building skills, with the ability to engage and influence executive-level stakeholders
Strong strategic thinking and problem-solving abilities, with the capability to develop and execute long-term customer success plans
Expertise in ITIL and/or Agile frameworks, project management methodologies, and customer success platforms
Proven ability to collaborate across teams and departments to achieve customer and business goals
High business acumen, with the ability to identify opportunities for revenue growth and drive value for both the customer and the company
Benefits
Competitive salaries
Comprehensive health and dental benefits
Flexible Paid Time Off
10 paid holidays
A 401k plan
Remote work opportunities
Company
NTT DATA Business Solutions
We understand the business of our clients and know what it takes to transform it into the future.
10001+ employees
Funding
Current Stage
Late StageRecent News
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