Graduate Jobs , ICT / Computer, Data Engineering,
Senior Client Success Architect
About the job
Want to be a part of our team?Job Profile Summary: CSAsHighly critical, strategic advisor and technical expert that engages with customers to accelerate their adoption of NTTs products & solutions that transform their business and drive business outcomes.Responsible for providing the sales and adoption organization with the information, content, expertise, and tools to help NTTs sales-engine sell more effectively. Create and deliver content, information, and tools to prepare sellers to deliver on company business goals including building client relationships, identifying client needs, how company products and services can meet client needs and capturing opportunities within their accounts. Typically collaborates with Product Management, Marketing Sales, Operations to create content and track and measure operations and performance.Working at NTTJob Profile Summary: CSAsHighly critical, strategic advisor and technical expert that engages with customers to accelerate their adoption of NTTs products & solutions that transform their business and drive business outcomes.Responsible for providing the sales and adoption organization with the information, content, expertise, and tools to help NTTs sales-engine sell more effectively. Create and deliver content, information, and tools to prepare sellers to deliver on company business goals including building client relationships, identifying client needs, how company products and services can meet client needs and capturing opportunities within their accounts. Typically collaborates with Product Management, Marketing Sales, Operations to create content and track and measure operations and performance.Business Mindset & Product expertise Absorbs & Understands how the NTT TIS Services offers work technically and how it can be translates offer to value realization.Soft service skills Effectively works with customers to help them adopt and realize value from NTT TIS portfolioProcess expertise Understands critical processes that are common across many customers. ITIL knowledge and certification is valued.Industry expertise Understands the language and technical challenges of a specific industry or market segment.Job Description:The Client Success (Operations and Enablement) Architect is responsible for ensuring that the Regional Client Success teams have access to the information and knowledge they need to effectively execute their roles and that they (can) collaborate with Group and colleagues across the NTT organization. They additionally ensure that information and knowledge is effectively communicated across the global Client Success Management community, TIS Service Operations and CDD division as well as Regions ensuring that effectively collaborating to share knowledge and best practice is unified across NTT. This role will work extensively with the Group Learning and Development and Service Offer Management teams, GDC operations in addition to the Client Success Management teams within regions.Key Roles And ResponsibilitiesOnce hired, the new customer success Architect must first define the charters for the clients. This person will drive the charters of the customer success organization, which will include adoption, retention, and/or expansion.Define the client vision: define the vision for the organization, including a company-wide customer experience program throughout NTT services – define the customer journey map for adoption – which uses cases to propose from our Offers that will generate and achieve client’s business outcomesGet Buy-in. The customer success architect must also obtain buy-in from the other executives who will have customer engagement responsibilities to deliver an excellent overall customer experience. Peers from , Sales, Product Management, Product Development, etc. will likely already have their own defined customer engagement touchpoints. For this reason, it is critical to design an overall customer engagement strategy that includes all customer-facing organizations.Demonstrate element of Value & Benefits from the SDI Services OffersAbility to coordinate, lock and run Platform Demonstrations securing Platform Technology adoptionFurther responsibilities:
- CSA maps client’s business outcomes against use cases
- CSA ensures implementation best practices are followed.
- Post successful deployment, proof is submitted to claim Use LCI Activate
- CSA documents client success plan and sign off with client
- Knows in detail the client health and state i.e.
- How many of these HW assets are already EOS/EOL?
- What is the a-la-carte or EA Subscription Software Licenses count?
- Creates an inventory licenses count & maps against each NTT portfolio category.
- Creates an inventory of smart accounts does the client have from Cisco or other vendors?
- Exceptional communication skills
- Customer engagement experience at the executive level
- An executive presence
- Team-building experience
- A proactive engagement style.
- Strong analytical skills
- Demonstrated years of experience required in diagnosis and troubleshooting, handling TAC, and technical services in a role as Technical L2/L3 engineer within a large ICT organization.
- Demonstrated years of experience in mega technology architecture program implementation
- Demonstrated experience in client and escalation handling.
- Demonstrated experience in problem-solving techniques.
- Preferably multi-vendor experience in global service delivery environment
- Strong writing, editing, proofreading, layout, and design skills, including the ability to present concepts verbally.
- Strong knowledge and understanding of current trends in communications (including digital media/social media)
- A wide degree of creativity and latitude Company Confidential –Excellent research skills
- Must possess excellent organizational and planning skills.
- Adaptable and be able to consistently deal with ever-changing conditions and a fast-paced environment.
- Good project management and time management skills Interpersonal skills with the ability to develop and maintain solid stakeholder relationships (across relevant NTT Ltd cross-functional teams
- Good leadership skills to build and maintain a wide community of interest/expertise.
- Ability to recognize opportunities to enhance and strive for continuous improvement, in-depth understanding of NTT’s approach to Adoption Management, including the strategic direction and operating model
- Understanding of NTT Ltd.’s high-level operating model (how we work and which functions are involved)
- Understanding of the NTT Ltd.’s services business and commercial service offerings available.
- Bachelor’s degree in IT / Business Management / Engineering or equivalent
Learner- Hybrid Cloud
Want to be a part of our team?
- Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.
- Responsible for setup and installation of technical systems, applications, or process designs for clients’ purchased or outsourced technology and business process solutions. Works directly with the client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users.
- Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution.
- Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work directly with clients on-site or provide installation support remotely.
Working at NTT
Key Roles and Responsibilities:
- Develops the ability to start ‘owning’ portions of an installation, break/fix incidents, and problem management.
- Functions jointly with the Implementation Engineering team to meet client requirements.
- May be required to perform periodic telephonic duty on the technical service desk, providing second line telephonic support under guidance to customers.
- Action less complex configurations and installations
- Attend to less complex break/fix events
Knowledge, Skills, and Attributes:
- Basic understanding and appreciation of technical design principles
- Ability to develop an understanding of fundamental project management and administration processes
- Display a strong learning orientation
- Good verbal communication skills
- Demonstrate a client service orientation
- Hands-on proactive in approach
Academic Qualifications and Certifications:
- Computer Science / Information Technology Degree or equivalent together with specialized training in new technologies and legacy systems or equivalent
Required Experience:
- Some work experience in a technical implementation engineering or similar role
What will make you a good fit for the role?
Standard career level descriptor for job level:
- Develops professional experience
- Applies policy and procedures to solve variety of issues
- Problems are moderate in nature
- Build productive internal and external working relationships
- Receives general instructions on routine work
- Receives detailed instructions on new work
- Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience
Automation and Data Engineer
Want to be a part of our team?
- The Automation Engineer is a resource with a solid understanding of Digital Process Automation, Robotic Process Automation technologies, data and analytics as well as experience in process assessments, design and implementation of automation that can handle repetitive, high volume business processes with an aim of improving TAT and/or reducing FTE. He/she will be tasked with leading the creation of a technology framework and providing technical leadership in support of our clients’ initiatives in automation with a focus on identifying suitable candidate processes for automation, performing assessments, designing solution and implementing and supporting solutions that automate these processes.
Working at NTT
Opportunity Assessment
- Working with customers, users and stakeholders to document business processes and requirements. Generating a strong pipeline of automation opportunities including business case and assessing them objectively; focused on finding the right candidate process. Defining end-to-end process governance Preparing and availing all documentation following successful opportunity assessment.
Automation Development
- Translating business processes and requirements into implementable design using creative and innovative approaches to building robust solutions that facilitate automation of identified processes. Build enterprise automation using identified BPA/RPA platforms. Implementing Project Management Framework & Methodology for automation Implementation Provide testing strategy and acceptance test such as (SIT, UAT, Non-Functional Tests) Build proof of concept examples and maintain product test software and demos for training purposes.
Advisory Services
- Technical Advice on current platform, Technology adoption and Technology Roadmap to customers. Helping customer teams to manage change management and communication, interact with business teams and other stakeholders. Technical advice on existing policies and governance strategies.
Support and Maintenance
- Providing ongoing maintenance of the deployed solutions including responding to escalated service desk tickets, troubleshooting, and debugging any issues with deployed bots. Supporting team to fix problems and change activity for improvements. Provide training and knowledge transfer for users, system admins and business users including training material (videos, guides etc.).
Academic Qualifications and Vendor Certifications
- Bachelor’s degree in computer science, computer engineering, information technology, or relevant field.
- Microsoft Power Automate (Essential)
- Microsoft Certified Power Platform App Maker Associate (Essential)
- Microsoft Power Platform Functional Consultant Associate (Essential)
- UiPath Robotic Process Automation Engineer (Desirable)
- Microsoft Azure Administrator Associate (Desirable)
- Microsoft Power BI Data Analyst Associate (Desirable)
Experience Required
- Bachelor’s degree from a recognized accredited university
- 3 to 5+ years of experience designing, executing, and supporting automation solutions.