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Director - Customer Engagements

Position Description: Travel as required estimated 50%

The Customer Engagement Director will provide leadership within the NTT Data Business Solutions Inc. Project Delivery Team.  In this capacity, the Customer Engagement Director is responsible for managing the successful project delivery, pre-sales support and customer satisfaction to NTT Data Business Solutions Inc. clients.  The position is responsible for overseeing project management operations and personnel.  Strong project and account management skills are required. 

 

Duties and Responsibilities:

  1. Account Management and Pre-sales support
    1. Go to person for region for sales support and account management
    2. Single point of escalations for customers
    3. Steering committee member
    4. Develop SAP relationships in the region
    5. Pre-sales support to the sales team
    6. Estimator, Proposal, SOW, Contracts build and review
  2. Project Delivery
    1. Establish credibility with supported clients as their trusted advisor
    2. Effectively use and improve methodology approaches and supporting tools
    3. Facilitate weekly project reviews with client
    4. Estimate and plan projects
    5. Directly oversee multiple accounts
    6. Understand the project risks, challenges and help craft mitigating strategies
    7. Provide detail status of the project to NTT Data Business Solutions Inc. management team – proactively and upon request
    8. Oversee the work of others who are managing additional projects
    9. Resource allocation and load balancing in order to deliver projects
    10. Ensure consistent delivery of projects
    11. Maintain acceptable profitability targets across all projects
    12. Accuracy in Backlog tracking and reporting
  3. Customer Management
    1. Account Management for assigned accounts
    2. Cultivate professional relationships with client executive and project team
    3. Establish credibility and relationships with client decision makers, know their business, their industry, their culture, and their top priorities
    4. Create an environment of extreme customer focus within the team
    5. Be a decision maker regarding conflicting customer priorities/requirements
    6. Be an advocate for customers within NTT Data Business Solutions Inc.
    7. Timely response to, and acceptable resolution of customer escalations
    8. Renewal and expansion of contractual relationships
    9. Actively participate and provide guidance to Steering Committee 
  4. Team Leadership
    1. Educate project managers regarding value propositions, offerings and methodology
    2. Proactively contribute to the deployment of the ongoing Implementation Methodology
    3. Contribute to NTT Data Business Solutions Inc. growth objectives by providing mentoring to new and existing employees
    4. Spokesperson for NTT Data Business Solutions Inc. company objectives and leads certain MBOs every year and supports all other MBOs actively
    5. Proactively contribute to the effective development of project managers and consultants
    6. Be an advocate for the project managers/consultants, convince customers of “right resource right role” where appropriate
    7. Make informed hiring decisions regarding supply/demand balance and right mix of team members
    8. Leverage resources in other groups as appropriate to deliver work (Support, Field Consulting, Outsourcing, Subcontractors, global NTT Data Business Solutions Inc. resources, etc.)

 

Position Requirements/Qualifications:

  1. Bachelor’s degree or equivalent required. 
  2. 9 years ERP implementation experience (OR Masters degree and 8 years ERP experience).
  3. 7 years ERP project management experience for cross functional SAP implementations across the entire application for multiple, full lifecycle implementations in various industries.
  4. 5 years experience in SAP project scoping
  5. 5 years experience in SAP project estimating
  6. 5 years experience in SAP project planning
  7. Experience across multiple industries
  8. Experience leading strategic workshops with clients

 

Preferred:

  1. Advanced degree preferred.
  2. Project Management training and certification
  3. 5-7 years of Pre-sales experience preferred
  4. For Propel/TPS graduates, special consideration will be given regarding experience level

Home-based, US

Dec 3, 2021

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