Account Director BPO – Customer Experience – Cape Town
TTEC, the customer experience organization that powers the world's greatest brands, is hiring a Customer Success Account Director, part of our EMEA Account Management Team working with a global US client. You will join the mission of transforming customer experience and bringing humanity to business. This position will be driving the execution of services within our “Engage” (Contact Center) suite of capabilities to enterprise-market clients across EMEA. (https\://www.ttec.com/ttec-engage)
TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Experience in this domain is key to consideration. You will be working on a strategic US account, so US hours experience and commitment will be needed. This role is office based.
What you’ll be doing\:
The Customer Success Director is responsible for the development and execution of the agreed client strategic priorities and development of all future opportunities. This includes the complete understanding of the strategic account, client verticals and the industry, the identification of key executive decision makers, the establishment of strong relationships with each and the identification and development of opportunities across the TTEC portfolio.
You will be responsible for\:
• Account Escalations\: Support or response to any alerts, red flags, poor health.
• Upsell Campaigns\: Upsell, expansion and upgrades strategies to drive their portfolio growth and increase the lifetime value (LTV) value of your customer.
• Customer Advocacy\: The customer success manager is the client relationship owner and responsible for converting the client relationship and value into real advocacy.
• Development and management of client portfolios
• Identification and development of business growth opportunities and efficiencies
• Enhancement of Customer Experience through effective utilization of customer data
• Developing, documenting and gaining agreement on the global account sales strategy and account management plan
• Alignment of internal stakeholders for execution of account plan and strategy
• Meeting and exceeding all targets
• Conduit between clients and the business
• Resolution of customer queries and complaints
Experience you’ll need\:
• Minimum 5 years experience working in Customer Success, BPO, Sales Engineering, Product Management or Product Training for a software or other technology product company
• Proven ability to initiate and develop relationships within target client organizations – and influence purchase and buying decisions
• Demonstrated experience leading successful, multi–lingual, multi-site portfolios
• Proven industry expertise and thought leadership
• Evidence of prior, consistent success exceeding or meeting
• Experience working independently and as part of a team in an urgent, rapid change environment
• Strong communicator and excellent interpersonal skills
• Self-motivated and proactive
• Passion for Customer Experience and Success
• Bachelor’s degree required
What You Can Expect\:
• Dedication to your career growth and professional development
• Actively diverse and inclusive culture
• Community-minded organization committed to giving back
• Global team of curious lifelong learners guided by our company values
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And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
Visit www.mybenefits.ttec.com for more information.
About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC 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 aim 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 for you to bring value to the table in your own unique way.
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