Client Services Lead

• Make an impact with NTT DATA
• Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

About the Role

The Client Services Lead acts as the central point of coordination between the customer, the Sales team, and the Delivery/Service team. This role owns the customer relationship post-sale — ensuring contract terms are tracked and fulfilled, customer satisfaction stays high, renewal opportunities are protected, and any risk signals (delivery gaps, dissatisfaction, scope changes) are surfaced to Sales early enough to act on. This is not a technical delivery role; it's a relationship and coordination role that keeps commercial and delivery teams aligned around the customer's experience.

Key Responsibilities

Customer-facing

Serve as the customer's primary point of contact for contract and service-related matters (excluding day-to-day technical delivery issues, which route to the Delivery team)

Build and maintain strong relationships with key customer stakeholders to understand their evolving needs and priorities

Proactively check in with customers to gauge satisfaction, address concerns, and reinforce the value being delivered

Manage contract lifecycle events — renewals, amendments, scope changes, expirations — ensuring the customer experiences no service gaps

Sales-facing

Alert the Sales team early to renewal risk, expansion opportunities, or dissatisfaction signals so they can engage the customer proactively

Provide Sales with account context (usage patterns, satisfaction trends, open issues) to support upsell/cross-sell and renewal conversations

Support contract renewal discussions jointly with Sales, acting as the relationship continuity between initial sale and ongoing service

Delivery-facing

Act as the customer's advocate within Delivery, communicating customer priorities, concerns, and feedback to the service/delivery team

Track SLA adherence and service commitments against the contract, flagging gaps before they become customer-facing issues

Coordinate with Delivery on service reviews, issue resolution timelines, and status updates the customer needs

Contract & Reporting

Maintain accurate records of contract terms, renewal dates, and key account milestones

Prepare periodic account health reports/dashboards for internal stakeholders (Sales, Delivery, Management)

Monitor renewal pipeline and flag at-risk accounts with lead time sufficient for intervention

Requirements

Bachelor's degree in Business Administration, Marketing, IT, or related field

3–5+ years of experience in client services, account management, customer success, or a similar customer-facing coordination role — IT/technology services industry preferred

Strong communication and stakeholder management skills; comfortable being the "translator" between commercial, delivery, and customer language

Experience with contract lifecycle management (renewals, SLAs, scope tracking)

Proven ability to work cross-functionally with Sales and Delivery/Operations teams

Good command of English (written and spoken); Thai fluency required for local customer engagement

Familiarity with CRM/ticketing tools (Salesforce, ServiceNow, or similar) is a plus

Workplace type :

• About NTT DATA
• NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

• Equal Opportunity Employer
• NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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