Customer Success Director BPO at TTEC

What you’ll be doing: 

• The Customer Success Director is responsible for developing and executing the agreed-upon client strategic priorities and developing all future opportunities. 
• This includes a complete understanding of the strategic account, client verticals and the industry, the identification of key executive decision makers, the establishment of strong relationships with each and the identification and development of opportunities across the TTEC portfolio. You will maintain client relationships and recommend and implement programs/processes to support client needs.

You will be responsible for:

• Account Escalations: Support or respond to alerts, red flags, and poor health methods and processes. 
• Manages client portfolio to maximise long-term mutual value of the relationship for both parties.
• Customer Advocacy: The CSD is the client relationship owner responsible for converting the client relationship and value into real advocacy. 
• Attend all client calls and be able to speak on behalf of all departments within TTEC and take back meeting outcomes to internal teams
• Identification and development of business efficiencies while developing and managing the client portfolios
• Enhancement of Customer Experience through effective utilisation of customer data
• Partnering with CSP on Developing, documenting and gaining agreement on the global account sales strategy and account management plan
• Alignment of internal stakeholders for execution of account plan and strategy
• Meeting and exceeding all targets 
• Conduit between clients and the business
• Resolution of customer queries and complaints
• Working to identify and remove any roadblocks to achieve the overall success of all cross-functional areas, such as hiring, training, workforce management, delivery, and technology. 

Experience you’ll need:

• Extensive and proven experience working in Customer Success, BPO, Product Management or Product Training for a software or other technology product company, preferably 10 years. 
• Demonstrated experience leading successful, multi-lingual, multi-site portfolios 
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results.
• Evidence of prior, consistent success exceeding or meeting client goals
• Acts independently to determine methods and procedures on assignments
• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
• Experience working independently and as part of a team in an urgent, rapid-change environment
• Strong communicator and excellent interpersonal skills
• Self-motivated and proactive
• Passion for Customer Experience and Success
• Bachelor’s degree required