Director - Client Engagement and Success - Enterprise Voice Solutions

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

We are seeking a highly motivated and experienced Director of Client Engagement and Success to lead our Enterprise Voice Solutions division, focusing on Call Authentication, Voice Interconnect, and Hosted Voice services. The ideal candidate will have a proven track record in managing client relationships, driving customer success, and leading teams in the telecommunications industry.

The Client Engagement and Success role is responsible for leading a team, typically cross-functional teams, to achieve project goals and requirements. Work with project teams and stakeholders to plan, execute, monitor, and control the project. Manage resources, budget, cost, time, quality, risks and other constraints. Key to success of role will be automation for customer engagement with TNS and scaling integration process for high volume of Enterprise activity.

Responsibilities

We are seeking a highly motivated and experienced Director of Client Engagement and Success to lead our Enterprise Voice Solutions division, focusing on Call Authentication, Voice Interconnect, and Hosted Voice services. The ideal candidate will have a proven track record in managing client relationships, driving customer success, and leading teams in the telecommunications industry.

Key Responsibilities:

• Develop and execute a client engagement strategy for Enterprise Voice Solutions, ensuring alignment with company goals and client expectations.
• Lead the CX Platform Call Authentication, Voice Interconnect, and Hosted Voice service activity, overseeing the delivery of high-quality solutions to enterprise clients.
• Build and maintain strong relationships with key stakeholders, including key customer executives, to understand their business needs and challenges.
• Collaborate with product and engineering teams to ensure client feedback is integrated into product development and innovation.
• Drive the success of client projects from inception to completion, ensuring timely delivery and exceptional quality.
• Establish metrics and KPIs to measure client engagement, satisfaction, and success.
• Mentor and manage a team of client engagement professionals, fostering a culture of excellence and continuous improvement.
• Stay abreast of industry trends and developments in voice technology and cybersecurity to provide strategic insights and recommendations to clients and internal teams.
• Negotiate and manage contracts and service level agreements with clients and partners.
• Represent the company at industry events, conferences, and networking opportunities.

Qualifications

• Bachelor’s degree in Business, Communications, or related field; Master’s degree preferred.

• Minimum of 15 years of experience in client engagement or customer success roles within the telecommunications or related technology sectors.

• Strong understanding of voice solutions, call authentication, and voice interconnect services.

• Excellent leadership, communication, and interpersonal skills.

• Focused on evolving team, systems, and process to differentiate TNS in market place.

• Market expertise in Call Authentication, Voice Interconnect, and Hosted Voice solutions (CPaaS) in the market.

• Proven ability to manage and grow client accounts and lead successful teams in partnership with Sales organization.

• Strategic thinker with the ability to translate client needs into actionable business strategies and vision to evolve the customer experience with new tools in the market to best align with customer journey.

• For this role, we anticipate paying $156,700 - $192,000 annually. This role is eligible for variable pay, issued as a monetary bonus or in another form. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

• Experience with Salesforce, and data-driven decision-making.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender