Vice President, Client Success – Technology
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Job Description
VP of Client Success leading technology client portfolios at TTEC. Nurturing client relationships and driving business growth in the customer experience industry.
Responsibilities:
- Reporting to the Technology, Media, & Communications (TMC) Portfolio Leader
- Lead a specialized client portfolio across technology clients representing the TTEC Engage solution set
- Nurture relationships with our clients to grow a profitable book of business leveraging your passion for – and in depth understanding of the modern customer experience landscape, deep expertise in operational excellence, and building client relationships
- Stay up to date on market trends impacting your clients’ industries and work to understand and anticipate their business needs to position TTEC as a value-add strategic partner to best support their objectives
- Ensure alignment between our organization's objectives and each client's needs to maintain and deliver profitable growth in your portfolio
- Orchestrate TTEC teams and individuals from marketing, sales, offers and solutioning, and delivery to successfully serve clients and grow your book of business profitably
- Act as a visionary for your client portfolio with an in-depth understanding of CX delivery and technology-enabled solutions
- Have full P&L responsibility and for meeting/exceeding annual financial goals while making progress on longer-term financial performance
- Lead the development of the short and long-term business strategy to include expanded digitized offerings, geo expansion and solutions that align with your clients’ business needs and market trends
- Review existing client relationships to ensure best practices are in place for client management, retention, and to position us for growth
- Create strategy for business growth and oversight of current business within the portfolio including achieving the businesses goals for sales, business development, and delivery across TTEC Engage
- Build and sustain internal and external relationships and have the stature and credibility to interface at senior levels
- Collaborate closely with other client portfolio leaders to share best practices, identify synergies and business opportunities that will benefit our clients and the company growth and financial performance
Requirements:
- 15+ years of business leadership experience, preferably in the customer experience industry
- In depth knowledge of customer experience with enterprise level technology industry clients
- Combine vision, strategy and tactics to systematically grow the organization and customer development goals through creativity, ethical behavior and business builder techniques.
- Sophisticated understanding of the sales process, contact center operations, and financial metrics of successful service delivery while bringing a proven approach for how to optimize a large scale, distributed environment.
- A problem solver with demonstrated success influencing, managing and being part of matrix organizations.
- Accustomed to serving large / complex Fortune 500 clients in an extremely fast-paced environment
- Someone who galvanizes the team, excites the masses about one’s vision / operational plan, and balances being a take-charge leader with having a collaborative approach.
Benefits:
- Medical, dental, and vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
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