Senior Client Success Manager
Company: TTEC
Location: Trenton
Posted on: June 24, 2022
Job Description:
Avtex, a TTEC Digital company, is seeking a Senor Client Success
manager to join our growing Digital business segment. - This is a
remote, US based opportunity.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 that demonstrate CX
expertise, orchestrate and ensure adoption of the right CX
products, services and strategies to help clients realize their
outcome goals.The Senior CSM is the client's advocate throughout
the client lifecycle. Works closely with their clients to identify
business opportunities/challenges and propose relevant Avtex
solutions. Builds strong business relationship with their clients
gaining insight into their industry, business, and operations and
serves as a trusted advisor. Manages client escalations, shares key
insights with clients on trends in the market, presents
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 decisions makers.
- Understands clients' 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 develops 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 Avtex 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 Avtex
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 target from portfolio of assigned
clients.
- Manages client satisfaction ensuring an exceptional client
experience throughout 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 Avtex engagements to help client 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 outcome 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 informationWhat skills you
will 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
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 -Who we are:At Avtex, a TTEC Digital
Company, we've worked hard to create a culture that promotes
teamwork, creativity and an effective balance between work and the
life outside of it. We are committed to attracting the best and
brightest, retaining the best and brightest and building an
enviable culture. In short, we want our employee experience to
inspire people. We are passionate about building and sustaining an
inclusive and equitable working environment. - We encourage all
individuals who believe they have the skills and drive necessary to
succeed in this position to apply. -In March of 2021, Avtex was
acquired by TTEC. -The acquisition is aligned to -TTEC's continued
focus on driving organic growth through the omnichannel enablement
of the most innovative and disruptive brands in the digital
economy.What you can expect:The anticipated range for individuals
expressing interest in this position is $130,000 to $175,000. -This
position is eligible to participate in a monthly sales incentive
program. Actual compensation offers to a candidate may vary based
upon geographic location, work experience, education and/or skill
levels.Benefits available to eligible employees include the
following:
- Medical, dental, and vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time offTTEC 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 strive 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 every
individual to bring value to the table in their own unique way. But
don't take our word for it, check out some of the diversity and
women in leadership awards on TTECjobs.com.For more information
about TTEC, visit ttecjobs.com or search #ExperienceTTEC throughout
social media to engage in the global
conversation#LI-BB2#LI-REMOTE
Keywords: TTEC, Trenton , Senior Client Success Manager, Executive , Trenton, New Jersey
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