Client Success Manager

Bringing smiles is what we do at TTEC… for you and the customer. As part of the Client Success team, working in Barranquilla, Colombia, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing
Supporting a new client within our Banking, Financial Services, and Insurance (BFSI) industries. 

You'll be involved in account management for Fortune 100 customer experience and customer acquisition outsourcing engagements across the Engage capabilities at TTEC. Developing and expanding existing accounts, you’ll be the trusted advisor in an internal and client-facing role bringing services and solutions to the client(s) in partnership with the VP, Client Success Partner (CSP). You’ll achieve success as you manage strategic account planning, business development, client communications, client satisfaction, and account budget/invoicing.

You'll report to a vertical Client Success Partner. Working as an individual contributor, you’ll work with sales leaders and executives, marketing teams, channel partners, delivery leaders and others across the organization to ensure success.  You’ll also support the CSP in the launches of new logo programs and implementation activities.

During a Typical Day, You’ll

• Be the primary regional contact for our newest financial services client, working alongside our operations team on their engagements and programs
• Facilitating growth and expand the client(s) portfolio by facilitating the account planning process and keeping Salesforce up to date with a focus on growth opportunities
• Develop action plans to address negative feedback, prevent further client issues, and lead client-facing meetings, quarterly business reviews, site visits, and other strategic planning sessions
• Oversee contract renewals, strategic planning, preparation of documentation, statements of work, change requests, requests for proposal responses, and other contract documentation
• Develop process improvements, measurements scorecards, and outcomes as you ensure issues are thoroughly sorted and service level agreements are met
• Lead teams to develop successful client transformation, continuously improving and optimizing programs 
• Complete ad hoc requests along the way

 What You Bring to the Role

• Bachelor’s Degree with call center experience in Operations/Client Management
• Project management experience and operational background as you connect the dots and read between the lines to find best-fit solutions for the client(s)
• Build relationships with senior-level executives to influence purchase and buying decisions
• Expertise in building customer relationships and helping develop business solutions
• Develop and contribute to proposals and customer presentations with decision-makers
• Organize internal/external resources in response to customer needs
• Articulate how TTEC capabilities align with client requirements
• Client-facing communication and presentation skills are critical to this role

What You Can Expect

• An annual incentive program
• Medical, dental, and vision
• Tax-advantaged healthcare accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off
• Tuition reimbursement and access to thousands of free online courses
• Visit www.mybenefits.ttec.com for more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Onsite