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Account Manager - Customer Experience (US Remote)

Company: TTEC
Location: Las Vegas
Posted on: May 15, 2022

Job Description:

Account Manager - Customer Experience (US Remote)TTEC is a leading global customer experience technology and services company focused on the design, implementation, and delivery of transformative customer experiences for many of the world's most iconic and disruptive brands. What you will be doing:TTEC is seeking Account Managers to support our growing portfolio clients spanning banking, financial services, insurance, communications, media, telecom, retail, consumer packaged goods, and technology industries.You will be involved in account management for Fortune 100 customer experience and customer acquisition outsourcing engagements across the Digital and Engage capabilities at TTEC. These activities include the management of strategic account planning, business development, client communications, client satisfaction, and account budget/invoicing.You will focus on developing and expanding existing accounts. You will work as a trusted advisor in a client facing role bringing value-add services and solutions to the client(s) in partnership with the Client Partner.This person must thrive in an ever-changing environment and have a passion for the evolving customer experience ecosystem. This position will report to a vertical sales leader and will collaborate with the with sales leaders, sales executives, the marketing team, channel partners, and key leadership across the organization to ensure success. Responsibilities Include:

  • Drive value-add sales and expand the client(s) portfolio
  • Facilitate the account planning process for each owned client with a focus on growth opportunities
  • Responsible for contract renewals; strategic planning and preparation of all renewal documentation -
  • Assist with the creation of SOW's, Change Requests, RFP responses and other contract documentation
  • Generate new business opportunities with different parts of the client organization.
  • Ensure quota attainment by clientClient Satisfaction
    • Manage KPI's, scorecard, and outcomes. - Develop actionable plan for any process improvements required & ensure client issues thoroughly triaged and SLA's met
    • Coordinate and conduct Quarterly Business Review (QBR) working with all stakeholders
    • Develop effective action plan to address negative client feedback and prevent recurrence of client issues
    • Develop and manage the plan to ensure all managed accounts are referenceable
    • Management of internal and external communications
    • Build strong business relationships with all internal and external engagement stakeholders, and act as a trusted advisor for client contacts
    • Management of Commercial aspects
    • Provide monthly formal account status and communication with TTEC Client Partner and Service Delivery Managers What skills you'll need:
      • Bachelor's Degree & 3-6 years' experience, preferably with experience in contact center, technology, or a customer engagement capacity
      • Program and or project management experience
      • Executive presence and confidence to navigate client environments
      • Demonstrated ability to build and develop strong relationships with senior level executives to influence purchase and buying decisions
      • Hungry, and goal oriented mindset with proven sales acumen, critical thinking, solution development, intellect, drive, executive presence, self-starter, team player mindset.
      • Use thought leadership to build customer relationships and assist customers in developing business solutions
      • Ability to develop and contribute to proposals and customer presentations with decision makers
      • Organizes internal/external resources in response to customer needs
      • Articulates how TTEC capabilities align to client requirements.COMPENSATION & BENEFITSThe total compensation will consist of significant variable pay, along with an anticipated starting salary range of $80,000 - $90,000. Actual base salary may vary based upon geographic location, work experience, education and/or skill levelsBenefits available to eligible employees include the following:
        • Medical, dental, and vision
        • Tax-advantaged health care accounts
        • Financial and income protection benefits
        • 401K company match, tuition reimbursement
        • Paid time off (PTO) and wellness time offWho We Are:TTEC is a pioneer in customer experience, engagement and growth solutions. Our 58,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. - -We utilize a holistic approach, applying solutions from two centers of excellence, Engage and Digital, to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.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, 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 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.#LI-RemoteUS

Keywords: TTEC, Las Vegas , Account Manager - Customer Experience (US Remote), Executive , Las Vegas, Nevada

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