Client Success Manager
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Job Description
Client Success Manager at TTEC Digital ensuring client satisfaction and managing relationships in a remote role.
Responsibilities:
- Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients.
- 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.
- Identify expansion opportunities (new modules, increased usage tiers).
- Track client usage metrics, health scores, and feature adoption with dashboards.
- Host regional or multilingual webinars for product updates, best practices, and “how-to” training.
- Use CRM, analytics, and automation tools to manage client portfolios at scale.
Requirements:
- 2–4 years in Client Success, Account Management, or related roles (preferably in SaaS, technology, or consulting environments).
- Reading, writing, and speaking fluency in the English language is a MUST-HAVE
- 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 in handling issue resolution and escalation management across multiple stakeholders.
- Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus.
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