VP, Customer Experience

Company: NTT Ltd
Location: Sacramento
Posted on: February 24, 2021

Job Description:

As COVID-19 continues to impact all of our lives, the health and safety of our people remains our key priority.-- Learn more about how we are continuing to recruit and connect with our talent. This job is available in 2 locations Category Sales Job Type Full time In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.The power is in your hands to do great things. It's time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential. Want to be a part of our team?The VP, Customer Experience (CX) is a senior level leadership role in the NTT Americas business. The primary objective of this position is to develop and then execute on the overall strategy for the holistic NTT Customer Experience portfolio of services and solutions taken to market. The leader will take responsibility for creating and defining the business value for our clients through the NTT Customer Experience portfolio and to ensure they are market relevant, competitive and help accelerate the NTT overall services growth agenda in the Americas market. The leader will be accountable for the planned success of the Customer Experience business and the cross functional activities across the Sales, pre-sales, consulting and delivery organizations. The leader will implement business development activities including strategic partner acceleration plans and associated demand creation marketing activities. The leader will manage practice success through developing and tracking key performance indicators and ensuring that the sales teams are equipped to achieve these objectives.

The VP, Customer Experience will build and maintain a competitive overall value proposition for the NTT Customer Experience portfolio of services and solutions and provide the thought leadership to drive growth in highly profitable services sales. The leader will develop the appropriate mix of services and solutions to capture the market trends related to Contact-center-as-a-service and other IT modernization solutions related to the Customer Experience domain and then structure and improve the overall portfolio inclusive of business innovation elements related to data analytics, automation, and AI that are increasingly part of the overall value development for a Client. The leader will be responsible for the overall success of the Customer Experience business.Working at NTTMajor Duties & Responsibilities

• Work closely with the cross functional teams and a variety of internal stakeholders to develop, enable and ensure the execution of the Customer Experience strategy. Provide thought leadership and continuously research and ensure the implementation of the latest, best practice methods and tools that will align to the achievement of the CX strategy. This employee will be directly involved in solution development and go-to-market activities and building CX strategy that is consulting and client-led.
  • Maintain good knowledge of industry trends working with global and local marketing and applies this knowledge to assist with the development of the strategic direction as it relates to the CX strategy, to set annual growth targets and manage the internal organizational impacts on the team in terms of resourcing, financing and up skilling
    • Displays proactive business leadership capabilities and has experience and proven competences as a manager that can successfully manage a business unit, profits, losses, and lead a team of people including delivery of projects and program management, staffing solutions and transition and transformation
      • Is responsive for supporting the team in complex engagements by generating demand through acting as trusted advisor
        • Structuring and planning client engagements by understanding the client's business needs and technology strategy
          • Support the Sales teams in negotiating and executing CX sales activities and directly and indirectly driving revenue
            • Provide thought leadership to the relevant NTT business around CX. Support regional marketing and demand generation by ensuring that regional and country marketing plans include demand generation activity for CX offerings. Advise on the appropriate demand generation programs that suit the local market and opportunities, including ways to leverage vendor relationships and marketing for co-sponsored lead generation activity.
              • Ensure that the business unit executes on the CX strategy and meets its profitability targets, within agreed cost constraints and without compromising the integrity and standards of the company. Required to successfully manage and monitor business metrics such as achievement of gross profit and revenue targets, cost management, forecasting accuracy and appropriate headcount ratios.
                • Act as people managers by partnering with the organization to attract the right talent and ensuring that their team is staffed according to requirements and that all team members are fully utilized
                  • Works with strategic partners including Genesys, Cisco, Amazon, Microsoft, Service Now in developing holistic market acceleration plans.Education/Qualifications Required
                    • BA/BS degree required. Preferably in Information Technology or Business.
                      • Masters preferredWork Experience Required
                        • 15+ years of overall related work experience preferably in the specific areas below
                          • Must have previous experience leading teams and building budgets
                            • Must have successful track record leading sales teams in achieving assigned targets
                              • Must have successful track record providing executive-level impact to clients and partners
                                • Must have successful track record delivering new solutions to market
                                  • Must have specific CX and Consulting experience in related business practices: 10+ yearsSkills and Core Competencies
                                    • Good client engagement skills
                                      • Displays reliability
                                        • Maintains integrity
                                          • Good communication and listening skills
                                            • Able to support his/her consulting and professional services teams in complex engagements
                                              • Generate demand through acting as trusted advisor
                                                • Leverages relationship skills and knowledge of the client environment to assist and influence the client
                                                  • Lead their team by example
                                                    • Continuously drive for client satisfaction
                                                      • Take a leadership role in structuring and planning client engagements
                                                        • Understanding the client's business needs and technology strategy
                                                          • Provide thought leadership
                                                            • Contribute to the improvement of internal effectiveness
                                                              • Superior decision-making skills and assertiveness
                                                                • Fully capable of project management abilities
                                                                  • Able to create client value while maintaining profitable business resultsOrganizational Relationships
                                                                    • Area Vice Presidents
                                                                      • Americas GTM leadership
                                                                        • Pre-Sales Organization: Engineering Directors, Area Operations Director Managing Principal Consultants [Services organization]
                                                                          • CFO and Commercial Organization
                                                                            • Services: Area Operations Director and Consulting Delivery leaderWhat will make you a good fit for the role? Join our growing global team and accelerate your career with us. Apply today. Equal opportunity employer NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.--We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category. Email this job to: Email this job to yourself or a friend. Your Name Notify me for similar jobs You'll receive updates once a week Enter Email address (Required) Receive tailored recommendations based on your interests. NTT Ltd. voices Our own Michael Prinz discusses the vital role an organization has in creating a rewarding career. Read more Category Development and engineering Job Type Full time Posted Date 12/16/2020 Responsible for establishing value-stream and product aligned solution architecture including business process management to support the rapid design, delivery, and improvement of digital products.... Category Services Job Type Full time Posted Date 01/06/2021 In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we... Location Bad Homburg, Germany Category Sales Job Type Full time Posted Date 12/17/2020 Identifies client's global business requirements, issues and opportunities that NTT solutions and services can support. Prioritises global opportunities based on revenue, probability to close, complexity... Location London, United Kingdom Category Services Job Type Full time Posted Date 09/21/2020 Develop an advisory services strategy that aligns to the overall strategy set by the global executive and work with the functional leaders in region to ensure they are implemented and being followed through.... Category Sales Job Type Full time Posted Date 11/02/2020 Sales solution skills - the knowledge of NTT Ltd's offerings, client applications, use cases and market trends and the skill to apply them to individual client and prospect situations that positions the... Development and engineering Full time 12/16/2020 Responsible for establishing value-stream and product aligned solution architecture including business process management to support the rapid design, delivery, and improvement of digital products.... In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we... Location Bad Homburg, Germany Sales Full time 12/17/2020 Identifies client's global business requirements, issues and opportunities that NTT solutions and services can support. Prioritises global opportunities based on revenue, probability to close, complexity... Location London, United Kingdom Services Full time 09/21/2020 Develop an advisory services strategy that aligns to the overall strategy set by the global executive and work with the functional leaders in region to ensure they are implemented and being followed through.... Sales solution skills - the knowledge of NTT Ltd's offerings, client applications, use cases and market trends and the skill to apply them to individual client and prospect situations that positions the...

Keywords: NTT Ltd, Sacramento , VP, Customer Experience, Executive , Sacramento, California