TTEC

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Senior Account Manager

at TTEC

Posted: 3/5/2019
Job Reference #: 02CGI
Keywords:

Job Description

TTEC is seeking a Senior Account Manager to join our Technology Servicesdivision.  

Why choose TTEC toenhance and broaden your career?  We arejust as passionate about providing ideal solutions to solving our client'sbusiness problems by driving customer experience outcomes with our enhancedtechnical capabilities, as you are. Whether you're the Engineer, Architect, Account Manager, Practice Leaderor Sales Executive we need your talent to help us in our exciting journey tosuccess! 

What you'll be doing: 

As part of our AccountManagement team, you will work with cross-functional operational support teams while leading the daily delivery ofworld-class service to our enterprise clients. As a trusted advisor to our clients, you will have oversight of themanaged technical operations, building and maintaining client relationships,ensure client satisfaction, mitigate risks and assist with account expansionefforts.

What you'll bring to us:

  • Platformoperations management by providing trending analysis of change service requestsand daily, weekly, monthly review of platform statistics related to stabilityand capacity.

  • Ensureclient satisfaction by providing successful client support and service deliveryexperience working to meet SLA's and client expectations, develop action planfor addressing negative client feedback and reoccurrence of client issues.

  • Clientcommercial management by assisting with annual renewal quoting, revenueforecasting, SOW creation, change requests, and RFP responses, and working withfinance and project support teams

  • Timelyand effective management of internal and external communications by organizingclient operational status reviews, and working with relevant vendors andengagement stakeholders

  • Clientadvocacy as the point of escalation for all Managed Services support relatedissues

  •  Effective management of client on-boarding

What skillsyou'll need:

  • 4 years technicaloperations management experience, preferably working with cloud or SaaSsolutions and services

  • 4 years externalclient management experience

  • Strong consultativeapproach and client relationship management capabilities

  • Demonstratedability to mentor or direct technical support teams

  • Experiencedelivering premise or cloud contact center technologies including UnifiedCommunications, data network management and operations, and CTI, ACD, and IVRapplications. 

  • Ability to obtainUS Security Clearance

Who We Are:

TTEC is a pioneerin customer experience, engagement and growth solutions. Our 40,000 employeesserve customers in more than 80 countries and 50 languages across social,mobile, and digital channels.   We utilize a holistic approach,applying solutions from our four customer experience segments-Consulting,Technology, Care and Growth-to help companies provide an amazing experience totheir customers, inspire customer loyalty, and grow their business. Ouremployees live by a set of customer-focused values that guide relationshipswith clients, their customers and each other.

Our CustomerTechnology Services segment drives customer experience outcomes to small,medium and enterprise clients by providing best in class Cloud and PremiseContact Center and Unified Communications Solutions, and CRM, Multi-channel,Omni-channel and WFO Services. 

 


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!