Principal Client Advisory

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🔴 Lead

✨ Principal

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

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 the operational and technical lead for a portfolio of managed services clients • Drive service delivery and ensure excellence across the full client lifecycle • Oversee client platform operations, lead client relationships, and manage day-to-day delivery • Manage, trend, and analyze support and change service requests • Perform ongoing platform health monitoring and system checks • Prioritize and coordinate technical resource work for service requests and changes • Drive Change Management cycles and maintain stakeholder visibility • Analyze platform performance metrics and implement action plans • Coordinate incident and service request resolution through root cause analysis across Service Desk, Level II/III, and engineering teams • Serve as escalation point for P1/P2 incidents and drive RCA follow-through • Maintain working knowledge of supported platforms and apply expertise to client environments • Ensure adherence to client policies and ITIL processes • Build and maintain trusted client stakeholder relationships • Lead operational status reviews and business review meetings • Create and deliver weekly and monthly client service reviews and provide service metrics • Coordinate communications across Account Management, delivery teams, and third-party vendors • Assess client satisfaction, conduct feedback sessions, and drive action planning • Mentor internal resources to maintain delivery and customer experience standards • Support contract renewals, account expansion, SOWs, Change Requests, RFP responses, and contract documentation • Track project run rates, resource utilization, invoicing inputs, billing, and financial reporting • Support pre-implementation planning, requirements gathering, LOE, and resource planning • Lead and support transition from project implementation to Day 2 support operations • Maintain support documentation and set client expectations regarding support scope and delivery • Drive continuous improvement and manage client expectations across support and project activities

🎯 Requirements

• 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-prem environments • Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies • Strong background in client relationship management and consulting • Proven ability to manage incident response, change management, and service delivery processes • Solid understanding of ITIL frameworks and operational best practices • Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals • Demonstrated ability to mentor others and manage technical support teams • Strong communication, problem-solving, and stakeholder management skills • Ability to work effectively in a remote, global, and cross-functional environment

🏖️ Benefits

• Great Place To Work 2024-2025 certified employer • Remote, telecommute work arrangement