About this Client Success Manager role at Ttecdigital
Ttecdigital · Remote · Manila
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
We are a fast-growing organization at the forefront of AI-enabled customer experience delivery. We combine consulting, software, and technology services to help our clients accelerate time-to-value and achieve measurable outcomes in revenue growth, cost reduction, and productivity improvement. Our expertise spans contact center, CRM, AI, and analytics, and we’re ready to help our clients unlock new value.
The Client Success Manager will be responsible for managing a pool of low-touch / tech-touch clients in our Digital Client Success model, ensuring seamless delivery, high satisfaction, and measurable business outcomes. This role focuses on proactive engagement, issue resolution, escalation management, and on-time renewals ensuring that even our lower-touch accounts experience the full value of our solutions.
You will work closely with cross-functional teams (Delivery, Product, Engineering, and Support) to manage and streamline client relationships, address escalations quickly, and identify opportunities for expanding value and adoption.
What You'll Be Doing
- Client Relationship Management
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- 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.
- Client Issue Resolution & Escalation Management
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- 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.
- Cross-Sell & Up-Sell Enablement
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- Identifying and working expansion opportunities (AI, consulting, analytics, new modules, increased usage tiers, etc).
- Adoption & Usage Monitoring
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- 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.
- Customer Education & Enablement
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- Hosting regional or multilingual webinars for product updates, best practices, and “how-to” training.
- Creating or curating knowledge base content for FAQs and troubleshooting.
- Operational Excellence
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- 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.
What You'll Bring to the Role
- Experience: 2–4 years in Client Success, Account Management, or related roles (preferably in SaaS, technology, or consulting environments).
- Skills:
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- 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)
What We Offer
- 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.
Success in This Role Looks Like
- Consistently meeting or exceeding client satisfaction and retention targets for low-touch accounts.
- Efficiently resolving and reducing escalations while improving client health scores.
- Identifying and driving opportunities for measurable client outcomes aligned to revenue, cost, and productivity goals.
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About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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