Principal Customer Success Manager 9357
Principal Customer Success Manager 9357
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Job Description
Unleash Your Potential: Whether 2 Years or 20 Discover Rewarding Journeys with Us!
The Principal Customer Success Manageris an experienced and highly strategic individual contributor responsible for overseeing the success of the most critical and complex customer accounts. In this role the Principal CSM acts as a trusted advisor to highvalue enterprise clients driving customer outcomes assisting with service delivery optimization and contributing to revenue growth through strategic account management. The Principal CSM manages the relationship lifecycle for these key accounts acting as the main point of contact and collaborating crossfunctionally with internal teams to ensure service excellence.
This role requires a deep understanding of customer needs a proactive approach to identifying challenges and opportunities and the ability to influence both customer and internal stakeholders. While the Principal CSM does not manage a team they serve as a thought leader within the Customer Success department contributing to process improvements and best practices.
Duties and Responsibilities:
Strategic Account Management
- Serve as the lead point of contact for highvalue strategic enterprise customers developing strong longterm relationships with key stakeholders and decisionmakers.
- Develop and execute tailored customer success strategies that align with the customers business objectives ensuring the delivery of tangible outcomes.
- Conduct executive 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.
Customer Advocacy and Escalation Management
- 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.
Operational Excellence
- 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 longterm planning.
- Identify areas for process improvement and work with crossfunctional teams to drive initiatives that enhance the customer experience.
Revenue Growth and Business Impact
- Proactively identify opportunities for account expansion through upsell and crosssell 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 companys overall business strategy by providing customer insights and feedback that inform product development and gotomarket efforts.
Thought Leadership and Best Practices
- Act as a thought leader within the Customer Success organization contributing to the development of best practices and innovative approaches to account management.
- Mentor and share expertise with other CSMs fostering a collaborative culture focused on customercentric solutions and continuous improvement.
- Lead by example in customer communications project management and issue resolution demonstrating excellence in all aspects of account management.
Reporting and Insights
- 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 decisionmaking and drive customer success strategies.
- Regularly assess the health of key accounts providing proactive recommendations and action plans to ensure continued success.
Position Requirements/Qualifications:
- Education: Bachelors degree required; advanced degree (MBA or equivalent) preferred.
- Experience:
- 10 years of customer success account management or related experience in a leadership or highimpact individual contributor role preferably in SaaS managed services or cloud environments.
- 7 years of SAP ERP or similar industry experience with expertise in managing largescale complex enterprise accounts.
- Demonstrated ability to manage complex highvalue customer relationships and deliver successful outcomes.
- Proven track record of driving customer satisfaction retention and growth in a customerfacing role.
- Skills:
- Exceptional communication presentation and relationshipbuilding skills with the ability to engage and influence executivelevel stakeholders.
- Strong strategic thinking and problemsolving abilities with the capability to develop and execute longterm 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.
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 firms highgrowth 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 EVerify. We kindly ask that all applications be submitted directly and not through thirdparty agencies.
The annual base compensation range for this role will be $105978 $207529. 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 candidates skill set certifications and experience.
We transform. SAP solutions into Value
Required Experience:
Manager
Employment Type
Full Time
