NTT DATA Business Solutions North America (NDBS) seeks a Senior Director, Customer Engagements to provide leadership throughout the customer engagement lifecycle. This role acts as a 'General Contractor,' serving as the single point of contact for the customer and managing the pre-sales engagement process, project delivery, and customer satisfaction. Strong account management skills are required, with a utilization target of 35%-50%.
What You'll Do
- Provide go-to sales support and account management within a designated region.
- Build and review strategy documents, Estimators, Proposals, SOWs, and Contracts.
- Collaborate with all practice leads during the sales cycle to present a unified face to the customer.
- Maintain a winning attitude towards closing deals with appropriate risk management planning.
- Provide a link between sales and delivery by continuing on the project post-sales phase.
- Establish credibility with supported clients as their trusted advisor.
- Justify billing of own value-added hours to the projects as Engagement Director.
- Use existing tools effectively and contribute to continuous improvement of methodology and tools.
- Facilitate weekly project reviews with the client.
- Estimate and plan projects.
- Directly oversee multiple accounts.
- Serve as the single point of escalation for customers.
- Participate as a steering committee member.
- Understand project risks and challenges and help craft mitigating strategies.
- Provide detailed project status to NDBS management team proactively and upon request.
- Ensure effective resource allocation and load balancing to deliver projects.
- Ensure consistent and successful delivery of projects.
- Maintain acceptable profitability targets across all projects.
- Ensure accuracy in Backlog tracking and reporting.
- Generate billings through personal utilization.
- Own account management for assigned accounts.
- Cultivate professional relationships with client executives and project teams.
- Establish credibility and relationships with client decision makers, understanding their business, industry, culture, and priorities.
- Create an environment of extreme customer focus within the team.
- Make decisions regarding conflicting customer priorities/requirements.
- Be an advocate for customers within NDBS.
- Provide timely response to and acceptable resolution of customer escalations.
- Manage 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 solve business issues and secure additional business.
- Be a change agent for continuous improvements and implementing NDBS strategies.
- Act as a spokesperson for NDBS company objectives, lead certain MBOs, and support all others actively.
- Collaborate with a 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 mentoring new and existing employees.
- Proactively contribute to the effective development of project managers and consultants.
- Be an advocate for project managers/consultants, influencing customers on 'right resource right role' where appropriate.
Team & Environment
You will collaborate between all practices within NDBS during pre-sales and delivery.
