Senior Client Success Manager
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital is seeking a Senior Client Success Manager to join our Customer Success team. This is a fully remote role.
The Senior Client Success Manager (Sr. CSM) partners with an assigned portfolio of high-value clients to create and maintain healthy, strategic business relationships. Senior CSMs are consultative account managers who demonstrate CX expertise, and orchestrate and ensure the adoption of the right CX products, services, and strategies to help clients realize their outcome goals.
The Sr. CSM is the client’s advocate throughout the client lifecycle. As the Sr. CSM, you work closely with your clients to identify business opportunities/challenges and propose options relevant to TTEC Digital solutions. You will build strong business relationships with your clients gaining insight into their industry, business, and operations while serving as a trusted advisor. You will manage client escalations, share key insights with clients on trends in the market, and present opportunities to introduce new technology and services to meet the client’s continuous business needs.
What you'll be doing:
Develops and maintains strong relationships with assigned clients gaining insight into their industry, business, and operations and serving as a trusted advisor to key influencers and/or decision-makers.
Understand client’s business drivers and success criteria to develop and advise on Client Success Plans.
Prescribes the adoption and use of product features/functionality and services to achieve client outcome goals.
Collaborates with clients (all levels) to identify business challenges and develop recommended solutions through the promotion of CX offerings. Works closely with Sales Engineers or Account Executives to structure solutions, create account plans, and identify other cross-selling opportunities within TTEC Digital offerings to achieve identified performance and revenue goals.
Schedules and conducts regular client business reviews with key contacts covering updates within the client’s business and key initiatives, delivering product and feature updates on TTEC Digital offerings, reviewing support performance, success plan progress, and other client concerns. Involve others as appropriate.
Maintains high client retention and recurring revenue retention rates.
Achieves revenue growth targets from a portfolio of assigned clients.
Manages client satisfaction ensuring an exceptional client experience throughout the client lifecycle. Creates and maintains referenceable and healthy clients.
Assesses client risk and implements risk mitigation plans.
Establishes and maintains executive-level client relationships.
Recommends TTEC Digital engagements to help clients achieve maximum value realization.
Provides training and mentoring to less tenured CSMs.
Participates in the diagnosis and resolution of escalated client concerns. Serves as the leadership focal point for communication of outcomes and troubleshooting in escalated situations.
Creates client proposals, Statements of Work (SOWs), and Quotes for add-on services, software and hardware.
Maintains CRM/tools content with new opportunities, current account information, and other business information
What you'll bring:
Bachelor’s Degree in business, technology or related field
Minimum of 10 years experience in strategic account management/customer success management in a technical environment. Experience with SaaS/cloud subscription models preferred
Knowledge of CX technology, services, and consulting. (Contact Center/CRM/MSFT Software Platforms)
Minimum of 5 years prior experience in a high-touch, consultative selling environment
Prior CX management or CX technology management experience is a plus
Proven ability to provide an exceptional customer experience
Demonstrated ability to build, maintain, and strengthen mutually beneficial business relationships
Effective at establishing broad, deep client relationships, including executive-level/C-level relationships
Demonstrated professionalism in business or social settings
Excellent presentation skills
General understanding of system hardware/software workings with the ability to identify problems and remedies
Ability to adapt quickly to changing technology
Ability to accommodate a flexible work schedule
Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), CRM tools
What you can expect:
The anticipated range for individuals expressing interest in this position is $ 110K to $140K. Actual compensation offers to a candidate may vary based on geographic location, work experience, education, and/or skill levels. This position is eligible to participate in an annual incentive program.
Benefits available to eligible employees include
Medical, dental, and vision
Tax-advantaged healthcare accounts
Financial and income protection benefits
Paid time off (PTO) and wellness time off
$110,000 - $140,000 a year
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About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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