Client Success Manager
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Job Description
Client Success Manager at TTEC Digital responsible for managing low-touch clients and ensuring high satisfaction. Collaborating with internal teams for seamless delivery and proactive engagement.
Responsibilities:
- 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.
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