TTEC Digital - Client Success Team Lead
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Requirements
• Skills needed: Client Success experience and leadership skills in a digital environment • Years of experience: Not specified; however, the position is likely to require significant prior experience due to its senior role. If not stated otherwise explicitly within additional job details (which are missing here), it can be inferred that at least 5+ years would typically be expected for such roles based on industry standards. • Education: Bachelor'curse or higher in Business Administration, Marketing, Communications, Computer Science, Information Technology, Entrepreneurship, Finance, Human Resources Management (MBA preferred), Project Management, Leadership and/or related field from a recognized university with accreditation by the Association to Advance Collegiate Schools of Business (AACSB) or any other globally recognized business school. • Certifications: Not specified; however, certifications in project management methodologies such as PMP® could be beneficial and are often preferred for senior roles like this one based on industry standards. If not stated otherwise explicitly within additional job details (which are missing here), it can be inferred that a relevant professional certification would typically enhance the candidate's profile, although they may not strictly require such qualifications to apply or succeed in the role. • Must-haves: Strong communication skills and ability to work independently as well as with cross-functional teams; excellent problem-solving abilities; proven track record of delivering results through client success initiatives that drive revenue growth for businesses, including but not limited to B2B SaaS companies.
Responsibilities
• Team Leadership (50%) • Team Building & Talent Acquisition • Partner with leadership and HR to identify headcount needs and recruit top talent for the Client Success team. • Participate in interviewing, evaluating, and selecting candidates for nearshore Client Success roles. • Assist in onboarding new team members to ensure smooth integration and consistent training. • Performance Management & Development • Set clear goals and performance expectations for team members. • Conduct regular 1:1s, performance reviews, and coaching sessions. • Identify skill gaps and design training or development plans to upskill the team. • Recognize and reward high performers while addressing underperformance constructively. • Process Standardization & Improvement • Document and refine playbooks, workflows, and best practices for low-touch/tech-touch accounts. • Implement scalable tools and processes that enable the team to manage large portfolios efficiently. • Identify process improvements, standardize best practices, and ensure proper use of CRM, analytics, and automation tools across the team. • Provide feedback to leadership on resource needs, training gaps, and technology improvements. • Culture & Engagement • Foster a collaborative, high-performance team culture aligned to company values. • Promote knowledge-sharing and cross-training within the team to ensure redundancy and resilience. • Act as an escalation point for high-priority client issues raised by the team • Act as a liaison between the team and senior leadership to surface insights, challenges, and successes. • Data-Driven Leadership • Track and report on team KPIs (retention, usage, escalations, NPS) and present insights to leadership. • Use data to identify trends and opportunities for improving client outcomes and internal efficiency. • Client Success Management (50%) • Client Relationship Management • Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients. • Ensure proactive, consistent communication using scalable outreach (email campaigns, webinars, automated check-ins). • Monitor client health metrics and take preemptive action to improve retention and adoption. • Client Issue Resolution & Escalation Management • Own the resolution of client-reported satisfaction issues from identification to closure. • Partner with internal teams to coordinate escalations, ensure SLAs are met, and communicate updates clearly to clients. • Cross-Sell & Up-Sell Enablement • Identifying expansion opportunities (new modules, increased usage tiers). • Identify and route qualified expansion opportunities to Sales or Account Executives through defined lead processes. • Adoption & Usage Monitoring • Tracking client usage metrics, health scores, and feature adoption with dashboards. • Triggering automated outreach based on usage thresholds (e.g., if usage drops or spikes). • Guiding customers toward high-value features to increase stickiness. • Customer Education & Enablement • Hosting regional or multilingual webinars for product updates, best practices, and “how-to” training. • Creating or curating knowledge base content for FAQs and troubleshooting. • Offering “office hours” or chat support from offshore teams. • Operational Excellence • Use CRM, analytics, and automation tools to manage client portfolios at scale. • Maintain accurate client records, health scores, and engagement histories. • Contribute to process improvements for low-touch/tech-touch client success programs. • 4–6 years in Client Success, Account Management, or related roles, including at least 1 year in a team lead, supervisory, or mentoring capacity (preferably in SaaS, technology, or consulting environments). • Proven leadership skills with the ability to coach while managing your own book of business. • Ability to scale client success operations using automation and analytics. • Experience in handling complex issue resolution and escalation management across • Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus.
Benefits
• Salary: Explicitly stated as a benefit in the job posting. • PTO: Mentioned directly within the text of the job posting and thus included on the list of benefits. • Insurance: Explicitly stated as a benefit in the job posting. • Remote work options: Mentioned directly within the text of the job posting and thus included on the list of benefits.
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