Ttecdigital3mo ago

Client Success Team Lead

Bogotá · Bogotá · BogotaFull-Timelead

OtherManagementClient Success Team

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Quick Summary

Overview

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same,

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OtherManagementClient Success Team

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital seeks a Client Success Team Lead to join our growing team. This is a hybrid work situation where you will work onsite up to 3 days per week.

We are a fast-growing organization at the forefront of AI-enabled customer experience delivery. We combine consulting, software, and technology services to help our clients accelerate time-to-value and achieve measurable outcomes in revenue growth, cost reduction, and productivity improvement. Our expertise spans contact center, CRM, AI, and analytics, and we’re ready to help our clients unlock new value.

The Working Team Lead – Client Success will play a dual role:

50% Team Leadership: Leading, coaching, and developing a team of Client Success Managers supporting low-touch/tech-touch accounts.

50% Hands-On Client Success Management: Directly managing a portfolio of low-touch/tech-touch clients to ensure seamless delivery, satisfaction, and measurable outcomes.

This hybrid role ensures the team is high-performing while maintaining a direct connection with client needs, escalations, and opportunities for growth.

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).

Fluency in the English language is a MUST-HAVE (additional languages a plus for nearshore operations).

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.