Senior Director, Customer Engagements

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for NTT America. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice.

Unleash Your Potential: Whether 2 Years or 20, Discover Rewarding Journeys with Us!

The Senior Director, Customer Engagements 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.

Duties And Responsibilities

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.)

Position Requirements/Qualifications

• 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

Preferred

• Advanced degree
• Project Management training and certification
• Pre-Sales experience
• For Propel/TPS graduates, special consideration will be given regarding experience level

Thank you for your interest in NTT DATA Business Solutions! We are thrilled to offer an exceptional compensation package that includes competitive salaries, comprehensive health and dental benefits, Flexible Paid Time Off, 10 paid holidays, a 401k plan, and remote work opportunities, among many other fantastic benefits ( .

We take great pride in our firm's high-growth trajectory and are always on the lookout for top talent to join our team. We encourage you to consider becoming a part of our dynamic and innovative organization. Thank you for your interest, and we look forward to hearing from you soon!

Please note that employment with NTT DATA Business Solutions is subject to the successful completion of a satisfactory background check, and we participate in E-Verify. We kindly ask that all applications be submitted directly and not through third-party agencies.

The annual base compensation range for this role will be ___________ - _________. The exact compensation at which this job is filled will be determined by a number of factors including but not limited to organizational needs and the qualified candidate’s skill set, certifications, and experience.

We transform. SAP® solutions into Value

If you have questions about this posting, please contact [email protected]