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Software Lifecycle Specialist

Location: Bangalore
Company: NTT America Solutions, Inc.
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The Software Lifecycle Specialist is an integral part of the client's software journey. You will be responsible for ensuring the client deploys the software purchased and that the client realises the value from their investment.
Additionally, serves as the primary post-sale point of contact for clients/customers.
Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.
Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve the customer's desired result. Ensures best practices are adopted for product use.
Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results.
May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.
Working at NTT
- Job Description Summary
- Job DescriptionThe Software Lifecycle Specialist builds and maintains the client relationship to drive value for the client's software estate and increase lifetime value for NTT. As the primary software post-sale point of contact for clients, they drive client-facing activity through NTT's Software Lifecycle Specialist Charters of Adoption, Expansion, and Renewal of software.Acting as the clients' trusted advisor for software, they help the client realize value from their relationship with NTT and ensure the client's relationship experience is a positive one.They are required to work in partnership with NTT's sales and client/service delivery management teams to deliver in-contract growth and asuccessful on-time renewal for software.Strategically, this candidate shall work as an SME familiar with various software licensing tools from key vendors licensing models, such as Cisco, Microsoft, VMWare and Palo Alto and fully well-versed with the license structure.
- Candidate needs to be a champion for key vendors licensing and be able to influence clients on the optimal license structure and Enterprise Agreement.
- Candidate needs to have a deep knowledge and understanding of the client and provide effective commercial positioning of licensing to client after analysis of their licensing estate.
- Candidate shall particulate into new capabilities development and develop user stories and test E2E solutions relating to licensing.
- The ideal candidate will be entrepreneurial with previous experience leading services, and has analytic horsepower, logical reasoning ability and understanding of key vendors licensing models, such as Cisco, Microsoft, VMWare and Palo Alto products and solutions."Responsible for selling software related products and/or services. This would typically be a list of the company's product catalogue, typically a technology or those that are strategic in nature. Typically specializes in a specific product or product line and carries an overlay quota. Generally, not account-assigned, but may work with account-assigned sales account managers to close sale. May also be called on as a technical product expert to develop and present sales proposals and systems solutions, and close complex technical sales. Primary focus of this position is selling the company's products/services; this role is not an engineering position." Key Roles and Responsibilities:
- Work closely with the assigned Client Manager and Service Delivery Managers to ensure consistent and effective client engagements, leveraging resources as required.
- Be accountable for the client's deployment and adoption of their software investments.
- Create Software Success plans to help accelerate software usage and feature adoption.
- Alignment to the Line of Business and IT Team to ensure business and/or operational objectives are being achieved.
- Drive activities to demonstrate how to adopt new features of the software suite and communicate with the Client Manager.
- Ensure adoption plans are updated and regular business review meetings are held to demonstrate value to the client.
- Drive regular training programs with the client on how to use specific software features
- Identify opportunities to upsell, cross sell and expand Software offerings as well as ensure the uptake of NTT Service offers
- Responsible for reporting success metrics back into NTT and its vendors.
- Be the conduit between the Client Managers and Professional Services and Consulting.
- Rebates and Credits; ensure NTT is making the most of the vendor Activation rebates and Lifecycle Advisor Credits.
- Partner with the Client Success Managers to ensure successful renewals of software.
- Actively document case studies
- Drives design of the software defined infrastructure offering, usage & adoption, interfacing with the vendor & SCOE delivery team, KPI, adoption of delivery obligations & Renewal. Role's Focus and Segmentation
- Client Segment Focus:
- Primary Segment Focus: Existing clients
- Secondary Segment Focus: New clients
- Sales Process Involvement: Adopt, and Renewal
- Sales Time Allocation:
- Pre-sales & Engaged selling time: 65%
- Sales Order Facilitation & Completion: 35%
- Solution Focus
- Primary: Cisco, Microsoft, VMWare and Palo Alto
- Secondary: In-accordance to Software Enablement Roadmap
- Sales Strategy with Buyers & Products
- New clients: Conversion
- Existing: Retention (current products) and Penetration (new/different products)
- Stakeholder Engagement
- Internal: Country / Region Client-Facing Sales Organization and Sales Development Representatives, Client Partner (CP) & Client Success Management (CSM), and SCOE delivery Team.
- External: End-Clients, OEM Vendors Knowledge, Skills, and Attributes:
- Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level
- Account planning and stakeholder mapping and management techniques
- Ability to interpret a client's business strategy/plans and understand opportunities for NTT solutions/services
- Knowledge of NTT's Offers and services, including the core functionality & features, linkage within NTT's service portfolio, pricing structures, client benefits
- Ability to provide an external industry viewpoint (including industry insights, technology trends, and competitor landscape) and to highlight NTT's expertise and differentiated offerings and position NTT's partnership' offerings with the client
- Strong sales skills (consultative selling and negotiation) with the ability to identify up-sell opportunities and close resulting deals
- Ability to execute on-time renewals with minimum volume or price churn
- Strong knowledge and understanding of IT service environment, service operations, and ITIL practices
- Understanding of NTT's high-level operating model and the ability to develop and maintain relationships across relevant cross functional teams.
- Understanding of NTT's billing processes and client invoicing linked to contracted services
- Understanding of financial statements and metrics, including revenue, expense control, and growth relative to the market in order to hold strategic client conversations.
- Understanding of contracts and contract management; with the ability to maintain the contract, to discuss with the client, and understand how to position as a value exchange
- Excellent communication skills (verbal and written) coupled with good questioning skills
- Demonstrates leadership skills and drives standards of performance
- Strategic thinking ability coupled with strong planning and execution skills
- Ability to interpret complex data/reports, derive business insights and define relevant operating responses
- Deep understanding of the NTT Ltd services business and commercial service offerings available
- Demonstrates an understanding of and the ability to position "partnership" offerings (i.e. Managed Services, Support Services, Consulting Services and Technical Services)
- Understanding of NTT's approach to Software Lifecycle Management, including the strategic direction and operating model Client interaction and engagement, and understanding
- Uncover and understand client business goals
- Articulate the solution/deliverables that the client requires, as opposed to the products that they need to buy
- Articulate our value propositions throughout all steps in the sales process
- Conduct functional gap analysis and address business issues raised by clients
- Prepare and conduct client workshops and presentations
- Establish relationships with multiple client stakeholders and secure deals with clients to achieve assigned sales quotas and targets
- Use understanding of the client's business and depth of knowledge on the technology-specific solution to personalize the recommended solution in line with the client's need Sales Pursuit
- Effectively identifies and qualifies prospects with little support.
- Proactively searches for new prospects by conducting market research, will call on all types of prospects and has established several strong relationships with stakeholders.
- Identifies clients and buyers with problem the majority of NTT(Ltd) solutions can solve. Understands the conditions where clients are open or ready to solve the problem with you and actively creates needs into NTT opportunities to meet pipeline targets in SFDC.
- Proactively orders opportunities and balances reactive issues as necessary. Regularly updates and prioritizes opportunities for all accounts throughout the year, and appropriately allocates sales time between clients and opportunities.
- Understands the concept of a solution and crafts an ROI-impactful solution with help. Is able to co-create solutions with IT buyers.
- Prepares and runs negotiating meetings to achieve an objective. Maintains a neutral distance from conflicts that arise during negotiations. Independently negotiates opportunities and creates proposals that exceed clients' expectations.
- Can present solutions and close deals with little internal NTT(Ltd) help. Understands right time to close by identifying buying signals. Identifies areas for improvement in closing deals.
- Proactively pursues training and development. Solution Knowledge
- Independently matches solutions to customer value areas and can have detailed discussions with stakeholders on all value propositions.
- Can confidently demonstrate cross-brand value propositions to the client. Becomes recognized internally as a "go-to-resource" for value propositions and helps in regular value proposition refinement.
- Understands all NTT(Ltd) solutions and competitive offerings and can differentiate between NTT(Ltd) and specific competitor offerings.
- Shows advanced understanding of changes in technology and can answer questions in the moment about new developments.
- Can discuss technical and support services offerings across a single solution and brings in relevant services specialists whenever the client meets threshold for manages services help. Additional Skills
- Deep knowledge of the specific vendor software platform, may specialise in one vendor
- Deep understanding of Adopt and Expand methodology within SaaS, Cloud solutions, Security and/or IT Networking.
- Strong knowledge and understanding of IT environment, IT operations or ITIL practices.
- Knowledge of Vendor solution capabilities
- Interpersonal skills with the ability to develop and maintain solid stakeholder relationships.
- Excellent communication skills (verbal and written) coupled with good questioning skills.
- Sound client engagement skills and the ability to recognise opportunities for future business within an account.
- Assertive in approach coupled with confidence in area of expertise and the ability to facilitate business conversations.
- Demonstrated leadership skills, driving standards of performance and values.
- Strategic thinking ability coupled with strong execution skills. Work Output: Revenue
- Accountable for the achievement of Software revenue and gross profit targets for the country through:
- In-contract growth by up-sell / cross-sell of NTT Ltd Software services within the Software Lifecycle managed account base
- On-time Software renewals (with minimal client or price churn) for either all contracts within their country or those within the Software account base Clients Engagement
- Accountable for development of client contract strategies which are aligned to the overall Software Lifecycle strategy and objectives, ensuring these are developed and executed in a consistent manner.
- Work closely with Software Sales Specialists and other client-facing stakeholders to ensure consistent and effective client engagements
- Remain constantly informed of major service delivery or relationship issues affecting key clients, intervening in the client engagement activities as required
- Develop and maintain relationships with key strategic clients to promote the value of NTT Ltd.'s Software offer and enhance understanding of clients' strategic needs Software Adoption Charter
- Ensure the client is aware of and is successfully adopting Software related Offer features and increasing their usage of services (as appropriate)
- Proactively help the client to realize demonstrable value from the Offers and meet their original business (procurement) objectives Software Expansion Charter
- Drive up-sell of existing Software related Offers/services and close the deals to achieve revenue targets
- Identify Software related cross-sell opportunities (to extend NTT's footprint with the client) and facilitate engagement with Sales/GTM functions to engage the client on these opportunities Software Renewal Charter
- Demonstrate the value delivered by NTT throughout the lifetime of the Software related contract and drive a successful and on-time renewal
- Minimize churn (client, revenue, service) at renewal and seek opportunities to drive upsell / cross-sell as part of the Software related renewal process Software Specialist Practice
- Be an active member of the Regional and Global Software Specialist practice (including adopting standard methodologies, platforms/tools, KPIs, best practice activity, sharing experiences with the community)
- Responsible for Data Quality Management within own client portfolio
- Build and maintain Software related offering skills and operating knowledge
- Build and maintain an up-to-date knowledge of NTT's Offers Sales Tools
- It is the responsibility of the Software Lifecyle Specialist to ensure the maintenance of the pipeline of early stage leads, which will include future possible clients from which sales can be derived.
- Sales tools such as salesforce.com, is used to effectively manage client and opportunity data. Participate in problem solving
- The Software Lifecyle Specialist establishes relationships with new clients and secure contracts with new clients that result in the achievement of assigned sales quotes and targets. These individuals will work to identify the root causes of the issues that their client's must address.
- Software Lifecyle Specialist help the client in understanding the high-level requirements to address a problem whilst offering a prescriptive approach or roadmap to follow. They show a clear set of steps that others have taken to give their client confidence that they can address the problem and that NTT(Ltd) has specific solutions and services to help them.
- These employees assess, surface and mitigate client-centric risks that could prove detrimental to the client's credibility or could derail the initiative altogether. They map out an end-to-end view of a client's problem journey while coordinating a variety of client touch points and client meetings and co-ordinating internal meetings that align all the relevant stakeholders.
- These individuals engage on an initiative or a set of initiatives and track the necessary details to move the problem-solving endeavour forward without repeating past lines of questioning or revising decisions already made. This position maintains a high level of relevant product and service knowledge in order to have meaningful conversations with potential and existing clients.
- The awareness of the market pricing and strategy allows the Software Lifecyle Specialist to have a competitive advantage in order to easily navigate sales barriers of entry.
- Client interaction and engagement, and understanding
- Uncover and understand client business goals
- Articulate the solution/deliverables that the client requires, as opposed to the products that they need to buy
- Articulate our value propositions throughout all steps in the sales process
- Conduct functional gap analysis and address business issues raised by clients
- Prepare and conduct client workshops and presentations
- Establish relationships with multiple client stakeholders and secure deals with clients to achieve assigned sales quotas and targets
- Use understanding of the client's business and depth of knowledge on the technology-specific solution to personalize the recommended solution in line with the client's need
- Opportunity identification and closing sales
- Be able to spot new sales opportunities within an account and work with the sales teams to drive them to closure
- Pursue and land qualified leads identified by the client managers and other lead generation sources
- Work alongside Client Managers to support the sales process, position technology solutions, and close the deal
- Execute on the Software Sales strategy
- Support the wider organization's sales plan and execute the software sales strategy, and based on that define your own plan for your solution to achieve your sales targets
- Develop and maintain clear account plans for appropriate clients and targets
- Discover, forecast, and run software related opportunities in the medium & long-term Academic Qualifications and Certifications:
- Tertiary level qualification such as a business management or equivalent degree
- Typically requires a minimum of 5 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or a Ph.D. without experience; or equivalent work experience.
- Certification and working knowledge of ITIL practices
- Additional relevant vendor certifications would be advantageous Required Experience:
- Demonstrable experience in a Managed Services and/or Outsourcing environment.
- Demonstrable experience in a client-facing role in one or more Sales, Service, or Consultancy disciplines in a large-scale (preferably multi-national) IT services environment
- Significant experience in sales and client engagements at manager level within a commercial service offering environment.
What will make you a good fit for the role?
- Networks with others outside own area of expertise
- Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
- May coordinate others' activities
- Have wide-ranging experience
- Uses professional concepts and company objectives to solve complex issues in creative ways
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!
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