Client Success Manager

🔥 13 hours ago

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Serve as part of a shared success team managing a portfolio of low-touch/tech-touch clients through automated and proactive engagement. • Ensure proactive, consistent communication using scalable outreach (email campaigns, webinars, automated check-ins). • Monitor client health metrics and take preemptive action to improve retention and adoption. • Own the resolution of client-reported satisfaction issues from identification to closure. • Partner with internal teams to coordinate escalations, ensure SLAs are met, and communicate updates clearly to clients. • Identifying and working expansion opportunities (AI, consulting, analytics, new modules, increased usage tiers, etc). • Tracking client usage metrics, health scores, renewal probability, and feature adoption with dashboards. • Triggering automated outreach based on usage thresholds (e.g., if usage drops or spikes). • Guiding customers toward high-value features to increase stickiness. • Hosting regional or multilingual webinars for product updates, best practices, and “how-to” training. • Creating or curating knowledge base content for FAQs and troubleshooting. • Use CRM, PowerBI, analytics, and automation tools to manage client portfolios at scale. • Maintain accurate client records, health scores, and engagement histories. • Contribute to process improvements for low-touch/tech-touch client success programs.

🎯 Requirements

• Experience: 2–4 years in Client Success, Account Management, or related roles (preferably in SaaS, technology, or consulting environments). • Skills: • Strong problem-solving, communication, and organization skills. • Ability to manage multiple client accounts simultaneously at scale. • Familiarity with CRM systems, analytics dashboards, and tech-touch engagement platforms. • Experience handling issue resolution and escalation management across multiple stakeholders. • Industry Knowledge: Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus. • Language: Fluency in English. • Willingness and ability to work US hours (night shift / US business time alignment)

🏖️ Benefits

• Opportunity to work with an innovative, AI-focused organization redefining customer experience delivery. • Collaborative, high-performance team culture with growth opportunities. • Exposure to cutting-edge technology and leading global clients.