Principal Client Success Manager

What You’ll be Doing

Looking for an opportunity to manage client relationships? Do you have a passion to motivate others? You’ll work closely with clients to discuss goals and needs, make sure your team is aligned with new information on projects, and actively work to improve processes and performance to enhance results. You’ll ensure a healthy, continuous relationship with the client, as you are the face of TTEC, as well as playing an active role in developing your team and motivating them to reach for amazing.

You’ll report to the Vice President, Client Success - Tolling/Transportation. You’ll make an impact through your client and team relationships, encouraging and motivating your team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You’ll

• Primary point of contact for all client communications and/or concerns. Oversee contract governance, preparation of documentation, statement of work, change requests and other contract documentation
• Lead project initiatives, attend client-related meetings, manage requirement changes, develop action plans, lead client-facing meetings, quarterly business reviews, site visits and other sessions
• Manage waiver and exclusion requests process as it relates to performance
• Reviews and understands the project P&L to ensure knowledge of project costs and maximize revenue and profitability
• Develops plans and implements processes and procedures to achieve a higher level of efficiency in the project.
• Participates in biweekly reconciliations with the client to reconcile and confirm project hours.
• Develops, reviews and delivers the monthly invoice to the client.
• Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience.
• Demonstrated leadership skills to effectively develop and lead a high-performing team in the meeting function/department/company short-term goals and objectives.
• Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes.
• Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.

 What You Bring to the Role

• 6 years of experience in project implementation and operation in the payment processing and customer service industry or similar industry.
• 4 years experience as a project manager for at least one project of ten million dollars or more in value
• Great organizational and planning skills
• Customer focused mindset
• Excellent planning organizing and analytical skills

• Continuously promote a performance-driven culture and always work towards reaching for amazing

  
   

The anticipated range is $150,000-$160,000.00. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
 

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.