Senior Director, Customer Engagements Job at NTT DATA (Home-based)

Job Description

The Senior Director, Customer Engagements at NTT Data Business Solutions is responsible for leading the customer engagement lifecycle, managing pre-sales processes, and ensuring project delivery and customer satisfaction. This role will provide leadership within the NTT Data Business Solutions (NDBS) customer engagement lifecycle. In this capacity, the Senior Director, Customer Engagements is responsible for managing the pre-sales engagement process with services prospects, project delivery and customer satisfaction to NDBS clients. The Senior Director, Customer Engagements is responsible for playing ‘General Contractor’ role to collaborate between all the practices within NDBS during pre-sales and delivery phases and be a single point of contact for the customer at NDBS. Strong account management skills are required. This role will carry 35%-50% utilization target.

Job Responsibility

Account Management and Pre-Sales Support
Go-to person within designated region for sales support and account management
Build and review strategy document, Estimator, Proposal, SOW, and Contracts
Collaboration with all practice leads during the sales cycle to provide unified one face to the customer
Winning attitude towards closing the deals with appropriate amount of risk management planning
Provide link between sales and delivery by continuing on the project post sales phase
Project Delivery
Establish credibility with supported clients as their trusted advisor
Justify billing of own value-added hours to the projects as ED
Effective use of existing tools as well as contributing to the continuous improvement in the methodology and supporting tools
Facilitate weekly project reviews with client
Estimate and plan projects
Directly oversee multiple accounts
Single point of escalations for customers
Steering committee member
Understand the project risks, challenges and help craft mitigating strategies
Provide detail status of the project to NDBS management team – proactively and upon request
Ensure effective resource allocation and load balancing in order to deliver projects
Ensure consistent and successful delivery of projects
Maintain acceptable profitability targets across all projects in relation to the NDBS targets
Accuracy in Backlog tracking and reporting
Generate billings by personal utilization in some capacity
Customer Management
Account Management and ownership for assigned accounts
Cultivate professional relationships with client executive and project team
Establish credibility and relationships with client decision makers, know their business, their industry, their culture, and their top priorities
Create an environment of extreme customer focus within the team
Be a decision maker regarding conflicting customer priorities/requirements
Be an advocate for customers within NDBS
Timely response to and acceptable resolution of customer escalations
Renewal and expansion of contractual relationships
Actively participate and provide guidance to Steering Committee
Facilitate introduction of SAP solutions and products to NDBS customers to help solve their business issues and secure additional business for NDBS
Team Leadership
Be a change agent for continuous improvements and implementing NDBS strategies
Spokesperson for NDBS company objectives and leads certain MBOs every year and supports all other MBOs actively
Ability to collaborate with diverse group of leaders within NDBS
Educate project managers regarding value propositions, offerings and methodology
Proactively contribute to the deployment of the ongoing Implementation Methodology
Contribute to NDBS growth objectives by providing mentoring to new and existing employees
Proactively contribute to the effective development of project managers and consultants
Be an advocate for the project managers/consultants, influence customers of “right resource right role” where appropriate
Leverage resources in other groups as appropriate to deliver work (Support, Field Consulting, Outsourcing, Subcontractors, global NDBS resources, etc.)

Requirements

Bachelor’s degree in Information Technology or related field of study
Minimum 10 years ERP experience
Minimum 7 years ERP project management experience
5 years’ experience in project scoping, estimating, and planning required
7 years cross functional SAP expertise with an ability to talk across the entire application
Experience across multiple industries
Ability to lead strategic workshops with clients

Nice to have

Advanced degree
Project Management training and certification
Pre-Sales experience

What we offer

competitive salaries
comprehensive health and dental benefits
Flexible Paid Time Off
10 paid holidays
a 401k plan
remote work opportunities

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Senior Director, Customer Engagements

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