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Senior Account Manager / Service Delivery Manager - Remote / Telecommute
TTEC is seeking a Senior Account Manager/ Service Delivery Manager to join ourTechnology Services division.
Why choose TTEC to enhance and broadenyour career? We are just as passionate about providing ideal solutions tosolving our client's business problems by driving customer experience outcomeswith our enhanced technical capabilities, as you are. Whether you're theEngineer, Architect, Account Manager, Practice Leader or Sales Executive weneed your talent to help us in our exciting journey to success!
Whatyou'll be doing:
As part of our ServiceDelivery/Account Management team, you will work with cross-functionaloperational support teams while leading the daily delivery of world-classservice to our enterprise clients. As a trusted advisor to our clients,you will have oversight of the managed technical operations, building andmaintaining client relationships, ensure client satisfaction, mitigate risksand assist with account expansion efforts.
Whatyou'll bring to us:
- Platform operations management by providing trending analysis of change service requests and daily, weekly, monthly review of platform statistics related to stability and capacity.
- Ensure client satisfaction by providing successful client support and service delivery experience working to meet SLA's and client expectations, develop action plan for addressing negative client feedback and reoccurrence of client issues.
- Client commercial management by assisting with annual renewal quoting, revenue forecasting, SOW creation, change requests, and RFP responses, and working with finance and project support teams
- Timely and effective management of internal and external communications by organizing client operational status reviews, and working with relevant vendors and engagement stakeholders
- Client advocacy as the point of escalation for all Managed Services support related issues
- Effective management of client on-boarding
Whatskills you'll need:
- 4 years technical operations management experience, preferably working with cloud or SaaS solutions and services
- 4 years external client management experience
- Strong consultative approach and client relationship management capabilities
- Demonstrated ability to mentor or direct technical support teams
- Experience delivering premise or cloud contact center technologies including Unified Communications, data network management and operations, and CTI, ACD, and IVR applications.
TTEC is a pioneer in customerexperience, engagement and growth solutions. Our 40,000 employees servecustomers in more than 80 countries and 50 languages across social, mobile, anddigital channels. We utilize a holistic approach, applyingsolutions from our four customer experience segments-Consulting, Technology,Care and Growth-to help companies provide an amazing experience to theircustomers, inspire customer loyalty, and grow their business. Our employeeslive by a set of customer-focused values that guide relationships with clients,their customers and each other.
Our Customer Technology Servicessegment drives customer experience outcomes to small, medium and enterpriseclients by providing best in class Cloud and Premise Contact Center and UnifiedCommunications Solutions, and CRM, Multi-channel, Omni-channel and WFOServices.