TTEC Digital is looking for a Client Success Manager (Nearshore) to manage a portfolio of low-touch and tech-touch clients, ensuring they experience seamless delivery, high satisfaction, and measurable business outcomes. You will focus on proactive engagement and issue resolution, working to maximize the value clients receive from our solutions.
What You'll Do
- Serve as part of a shared team, supporting a portfolio of low-touch/tech-touch clients.
- Ensure proactive, consistent communication using scalable outreach methods like email campaigns and webinars.
- Monitor client health metrics and take preemptive action to improve retention and adoption.
- 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.
- Identify expansion opportunities, such as new modules or increased usage tiers.
- Pass qualified leads to sales or account executives.
- Track client usage metrics, health scores, and feature adoption with dashboards.
- Trigger automated outreach based on usage thresholds or changes.
- Guide customers toward high-value features to increase stickiness.
- Host regional or multilingual webinars for product updates and training.
- Create or curate knowledge base content for FAQs and troubleshooting.
- 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 client success programs.
What We're Looking For
- 2–4 years in Client Success, Account Management, or related roles.
- Reading, writing, and speaking fluency in English is a required qualification.
- Strong problem-solving, communication, and organization skills.
- Ability to manage multiple client accounts simultaneously at scale.
- Familiarity with CRM systems, analytics dashboards, and tech-touch engagement platforms.
- Experience in handling issue resolution and escalation management across multiple stakeholders.
Nice to Have
- Experience preferably in SaaS, technology, or consulting environments.
- Understanding of contact center operations, CRM platforms, AI solutions, or analytics.
Technical Stack
- CRM systems
- Analytics dashboards
- Tech-touch engagement platforms
Team & Environment
You will work closely with cross-functional teams, including Delivery, Product, Engineering, and Support, to manage client relationships and coordinate escalations.
Work Mode
This is a remote position based in Bogota, Colombia.
TTEC Digital is an equal opportunity employer.
