Customer Success Director – Account Management CX – Cape Town SA
TTEC, the customer experience organization that powers the world's greatest brands, is hiring an experienced customer success Director, part of our EMEA Account Management Team. 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 designing, implementing and delivering transformative customer experiences for many of the world's most iconic and disruptive brands. The Company provides 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 centre of excellence, which operates customer acquisition, care, fraud prevention and detection, and content moderation services. Experience in this domain is key to consideration.
What you’ll be doing:
The Customer Success Director is responsible for developing and executing the agreed-upon client strategic priorities and developing all future opportunities.
This includes a 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 maintain client relationships and recommend and implement programs/processes to support client needs.
You will be responsible for:
• Account Escalations: Support or respond to alerts, red flags, and poor health methods and processes.
• Manages client portfolio to maximise long-term mutual value of the relationship for both parties.
• Customer Advocacy: The CSD is the client relationship owner responsible for converting the client relationship and value into real advocacy.
• Attend all client calls and be able to speak on behalf of all departments within TTEC and take back meeting outcomes to internal teams
• Identification and development of business efficiencies while developing and managing the client portfolios
• Enhancement of Customer Experience through effective utilisation of customer data
• Partnering with CSP on 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
• Working to identify and remove any roadblocks to achieve the overall success of all cross-functional areas, such as hiring, training, workforce management, delivery, and technology.
Experience you’ll need:
• Extensive and proven experience working in Customer Success, BPO, Product Management or Product Training for a software or other technology product company, preferably 10 years.
• Demonstrated experience leading successful, multi-lingual, multi-site portfolios
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results.
• Evidence of prior, consistent success exceeding or meeting client goals
• Acts independently to determine methods and procedures on assignments
• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
• 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
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise 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 culture 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 and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
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