[Hiring] Territory Services Manager @NTT Ltd.

Role Description

The Territory Services Manager (TSM) is responsible for managing the end-to-end renewal lifecycle for support services and subscription contracts, driving customer retention, revenue protection, and growth. This customer-facing role partners with clients, account teams, and technology OEMs to develop renewal strategies, coordinate quoting activities, negotiate service solutions, and ensure seamless contract administration throughout the customer lifecycle.

The ideal candidate combines strong relationship management, negotiation, and analytical skills with deep knowledge of support services renewals process as well as OEM programs and service offerings. They are highly organized, detail-oriented, and capable of managing multiple priorities while maintaining forecast accuracy and delivering an exceptional customer experience. In addition to securing renewals, the TSM identifies expansion and upsell opportunities, including NTT’s Software Defined Infrastructure Services (SDI) and OEM premium support offerings.

Key Responsibilities

• Proactively manage and drive the renewal process for assigned support services and subscription contracts to maximize on-time renewal, customer retention, and revenue protection.
• Define and validate renewable install base by analyzing multiple data sources, reconciling client, OEM, and NTT records, and resolving compliance flags, site ID issues, and lifecycle discrepancies.
• Engage clients, client managers, OEMs, and account teams to shape renewal strategy, align commercial needs, negotiate pricing and service options, and support complex renewal motions.
• Coordinate quote creation by providing complete requirements to quoting resources, reviewing quotes for accuracy, and creating specialized renewal, sidecar, or true-forward quotes when required.
• Serve as the primary client point of contact for renewals and services administration, building trusted relationships and addressing support services questions throughout the contract lifecycle.
• Identify and influence growth opportunities tied to renewals, including SDI, CX EA, OEM premium services, and expansion to additional OEMs.
• Maintain accurate forecasting and reporting by rationalizing renewal data, supporting opportunity hygiene, and providing regular updates on in-flight renewals, risks, and expected outcomes.
• Support post-sales activities including invoice issue resolution, quoting guidance, contract access requests, MACD processing, service terminations, and quarterly business or services review preparation.
• Maintain current knowledge of OEM programs, support services offers, and certification requirements, and participate in enablement and feedback sessions that strengthen NTT’s support services strategy.

Qualifications

• Strong negotiation and objection handling skills that allow for value-based contract negotiations at the CXO level, involving multi-year contracts as well.
• 1-3 years of technology OEM/Vendor relationship development experience preferred.
• Demonstrable experience with Cisco policies, tools, and buying models, including CCW-R.
• Excellent attention to detail and ability to manage work processes and display strong orientation towards ensuring client satisfaction and service delivery.
• Outstanding time and task management skills, with the ability to manage multiple projects and competing priorities at all times.
• Intermediate to advanced MS Office skills (Excel, Word).
• Ability to work independently and/or on a team with minimal supervision.
• A subject matter expert in technology OEM/Vendor processes a plus.
• Excellent communication skills (written and verbal) across all layers of an organization.

Academic Qualifications and Certifications

• Bachelor’s degree or equivalent experience.
• Maintain required Cisco CSM and/or Renewals Manager certifications tied to the Cisco Advanced Customer Experience specialization and related partner program requirements.

Required Experience

• Advanced demonstrable years of related industry experience.
• Advanced demonstrable knowledge on costing and quoting for services renewal.
• Advanced vendor back out knowledge is preferable.
• Advanced demonstrable order booking processes knowledge – Quote to Order / Order to Cash Knowledge.
• Advanced demonstrable knowledge of Cisco services and quoting process.

Benefits

• Medical, dental, and vision insurance with an employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short and long term disability coverage.
• Paid time off.
• Employee assistance.
• Participation in a 401k program with company match.
• Additional voluntary or legally-required benefits.

Workplace type

Remote Working