Job Description - Customer Success Director BPO (04056) Customer Success Director BPO Location: 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.
Responsibilities: Develop and execute client strategic priorities.Understand the strategic account, client verticals, and industry.Identify key executive decision makers and establish strong relationships.Maintain client relationships and recommend programs/processes to support client needs.Support or respond to account escalations and red flags.Manage client portfolio to maximize long-term mutual value.Convert client relationships into real advocacy.Attend client calls and represent all departments within TTEC.Identify and develop business efficiencies.Enhance Customer Experience through effective utilization of customer data.Partner with CSP on global account sales strategy and management plan.Align internal stakeholders for execution of account plan and strategy.Meet and exceed all targets.Act as a conduit between clients and the business.Resolve customer queries and complaints.Identify and remove roadblocks to achieve overall success across cross-functional areas.Experience Required: Extensive experience in Customer Success, BPO, Product Management, or Product Training (preferably 10 years).Demonstrated experience leading successful, multi-lingual, multi-site portfolios.Independent judgment in methods and techniques for obtaining results.Evidence of prior success in meeting client goals.Ability to work independently and as part of a team in a dynamic environment.Strong communication and 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.Diverse and inclusive culture.Community-minded organization committed to giving back.Global team of curious lifelong learners.Competitive compensation and benefits.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. We strive to reflect the communities we serve by delivering amazing service and technology while fostering an inclusive workforce.
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