Vice President, Client Success – Communications (US Remote)

Ttecjobs; Austin (TX); Remote; USD 170,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, and vision

Annual incentive program

PTO and wellness time off

Job summary

TTEC is seeking a Vice President, Client Success – Communications (US Remote) to lead a strategic portfolio, nurture client relationships, and drive profitable growth across the Engage solution set. You will own P&L, shape short and long-term strategy, coordinate across marketing, sales, solutioning, and delivery, and partner with senior client leaders to expand digitized offerings and geographic reach.

The role requires 15+ years of leadership in CX, with Fortune 500 clients, and a proven

Qualifications

• 15+ years of business leadership experience, preferably in the customer experience industry.
• In depth knowledge of customer experience with communications 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

Responsibilities

• 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.

Skills

Executive leadership

Customer experience

Strategic planning

P&L management

Sales process knowledge

Operations in contact center

Cross-functional leadership

Job description

Job Description - Vice President, Client Success – Communications (US Remote) (04FDN)

Vice President, Client Success – Communications (US Remote)

Bringing smiles is what we do at TTEC… for you and the customer. As a VP, Client Success working remotely or at our principal place of business in Austin, Texas, you’ll be a part of bringing humanity to business. #ExperienceTTEC

What You’ll be Doing

Reporting to the Communications Portfolio Leader, this experienced executive will lead a specialized client portfolio across one or multiple communications clients representing the TTEC Engage solution set. The VP will 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.

As a client success executive, you should 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.

To be successful in this role, you will ensure alignment between our organization's objectives and each client's needs to maintain and deliver profitable growth in your portfolio. You will be responsible for orchestrating TTEC teams and individuals from marketing, sales, offers and solutioning, and delivery to successfully serve clients and grow your book of business profitably.

During a Typical Day, You’ll

• 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. Work hand in hand with offering, solutioning and delivery teams to deliver on the strategies.
• 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.

What You Bring to the Role

• 15+ years of business leadership experience, preferably in the customer experience industry
• In depth knowledge of customer experience with communications 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

COMPENSATION & BENEFITS

The anticipated starting salary range for individuals expressing interest in this position is $170,000-$200,000. This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following:

• Medical, dental, and vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off

About TTEC

For nearly 40 years and counting, we've combined service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line. We help companies reduce customer effort, enable contact center employees, and continuously optimize business outcomes through digital CX transformation.

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 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, 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 vantages and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.

TTEC is proud to be an equal opportunity employer. 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 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 vantages and allows every individual to bring value to the table in their own unique way.