Services Renewal Specalist London 2023

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

• Supports all commercial-related activities including, but not limited to, deal structuring, contract creation, pricing, review, and approval for offers, contract management, and providing support to field sales for quoting purposes.
• Ensures deals are structured and processed efficiently and align to company policies.
• Reviews, interprets, and confirms contract terms and conditions; works closely with finance and legal teams to ensure all contracts are accurate.
• Verifies compliance with internal policies (and external regulations).
• Responsible for drafting, modifying, and finalizing contracts, including new and add-on business.
• Responsible for the handling of day-to-day queries from groups including, sales, sales development, and account management teams using quoting tools and/or CRM system.
• May support sales enablement group.
• Resolves problems through research, consulting with internal support teams, to identify the appropriate tools for success.
• Review and approve deals for the company’s customers and prospects.

Working at NTT

Contract Renewal Specialists operate in a medium to high / very high complexity environment and are typically assigned to client accounts. Incumbents within these jobs demonstrate an understanding of the vendor and services management environment and stakeholder interests.

The primary responsibility of the Contract Renewal Specialist is to ensure that all service delivery that is ready for renewal are quoted accurately and that new orders are captured in the relevant service administration database. They may also be performing client-facing activities to perform commercial negotiation based on the service offering, with the outcome of securing the renewal with the client.

Key Roles and Responsibilities

• Understand the competitive landscape of the renewal, client’s need changes, and vendor costs and generate a competitive and profitable renewal quote/proposal to maximize the chances of securing the renewal
• Works with the renewal owner or the client directly to review the client’s commercial needs and work within the company policy and rules to create a commercially favorable renewal quote/proposal
• Maximize upsell opportunities as part of the renewal such as uplift of service level or enlargement of the installed base, in some cases, by interacting directly with clients
• If part of direct renewals with clients (long tail renewals), will perform client-facing interactions or support renewal owner in aligning the internal commercial considerations with the clients’ needs as part of the renewal negotiations.
• Exercise business decisions on margins and commercial terms like payment terms in line with the company’s commercial policy
• In a client-facing role, Contract renewal specialist will secure the renewal order from the client and will liaise with internal teams to ensure the order is onboarded accurately.
• Upon clients’ issuance of renewal order, ensure clients’ orders are validated and processed accurately in the internal systems, in accordance with company order intake policy
• Ensure all commercial documents such as clients purchase orders, vendor quotes, internal commercial documentation are complete and accurate
• Provide specialization expertise of renewal enablement by vertical, segmentation, upsell, cross-sell, in line with business requirements
• Analyze and recommend improvements in methodology of costing/pricing and quoting methodology by client segmentation/vertical, by the vendor, and by contract profile
• Analyze, recommend and drive adoption long-tail renewal methodology including upsell and cross-sell

Knowledge, Skills, and Attributes

• Ability to work with a variety of internal teams to ensure the successful execution of their daily activities
• Displays excellent understanding of the relevant systems and portals
• Ability to work quickly and accurately, whilst being able to balance general administrative duties and excellent client service orientation
• Ability to display an understanding of the business needs and expectations and the ability to consistently deliver a quality service through offering the required support
• Reliable with the ability to produce a high quality of work
• Excellent attention to detail and ability to manage work processes and display strong orientation towards ensuring client satisfaction and service delivery
• Ability to plan well and organize their daily work activities
• Meticulous attention to detail together with good organization skills
• Excellent understanding of business needs and expectations and uses skills and knowledge to produce a wide range of tasks
• Ability to build solid relationships with internal and external stakeholders
• Excellent written and verbal skills
• Should be at least an intermediate on MS Productivity tools like excel, word and PowerPoint

Academic Qualifications and Certifications

• Bachelor’s degree or equivalent in any stream (Finance graduates would be preferred)
• Completion or working towards completion of an ITIL certification is preferable

Required Experience

• Demonstrable years of related industry experience
• Demonstrable knowledge on costing and quoting for services renewal
• Vendor back out knowledge is preferable
• Demonstrable order booking processes knowledge – Quote to Order / Order to Cash Knowledge

What Will Make You a Good Fit For the Role?

The Contract Renewal Specialist operates in a high to very high complexity environment across NTT, driving collaboration and performance between Sales, solutions, Business Ops and services.

The successful candidate will ultimately be accountable for the monitoring and measuring the end-to-end renewals process.

The primary responsibility of the Contract Renewal Specialist is to ensure that all UK&I functions are enabled for renewals; are quoted accurately, new orders are captured in the relevant service administration database and that service on-boarding and commencement is on-time.

Key Process Outcomes to Measure

• Successful Service onboarding/transition – on-time and to client satisfaction (LAND)
• Adoption of new features and services throughout the contact life-cycle (ADOPT)
• Contact risk mitigation of services and security vulnerabilities (ADOPT)
• Upsell opportunities generated by account and service team and Expansion of contact in financial value. (EXPAND)
• Successful Renewal rate (RENEW)
• Churn rate (RENEW)
• Customer Net promoter score in Trusted advisor status. (RENEW)

Key Activities

• Monitor and measure the end-to-end renewals process, including but not limited to;
  • Create and manage a renewals scorecard
  • Capture performance variance, by offer, segment, service, and product
  • Monitoring and report against Churn/termination process adherence
  • Ensure adherence for renewal strategy meetings run by the offshore team
  • Measure and manage VBR conversion to Partner Branded Services
• Weekly reporting and meetings with Sales Directors to drive renewal strategy
• Single point of contact for renewal clarification and support
• Identify with sales how to maximise upsell opportunities as part of the renewal such as uplift of service level or enlargement of installed base, in some cases, by interacting directly with clients
• Investigate through automation how we can Create zero touch renewals process
• Understand the competitive landscape of renewals, client’s need changes and vendor costs and the need to generate a competitive and profitable renewal quote and proposals to maximise the chances of securing the renewal
• Successful renewals are validated and processed accurately in the internal systems, in accordance to with the end to end renewals process
• Provide specialisation expertise of renewal enablement by vertical, segmentation, upsell, cross-sell, in line with business requirements
• Analyse and recommend improvements in process and methodology of costing/pricing and quoting methodology by client segmentation/vertical, by vendor and by contract profile
• Analyse, recommend and drive adoption long tail renewal methodology including upsell and cross sell

Join our growing global team and accelerate your career with us. Apply today.