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 thi