The Role
The Client Success Manager will ensure client satisfaction and retention through proactive engagement, issue resolution, and managing low-touch clients effectively, collaborating with various teams.
Summary Generated by Built In
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 Manager in Bogota, Colombia, to join our growing organization. This is a 100% remote opportunity.
The Client Success Manager (Nearshore) will be responsible for managing low-touch / tech-touch clients, ensuring seamless delivery, high satisfaction, and measurable business outcomes. This role focuses on proactive engagement, issue resolution, and escalation management, ensuring that even our lower-touch accounts experience the full value of our solutions.
You will work closely with cross-functional teams (Delivery, Product, Engineering, and Support) to manage and streamline client relationships, address escalations quickly, and identify opportunities for expanding value and adoption.
What You Will Do:
- 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.
- 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.
- Identifying expansion opportunities (new modules, increased usage tiers).
- Passing qualified leads to sales or account executives.
- 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.
- 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.
- 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.
Client Relationship Management
Client Issue Resolution & Escalation Management
Cross-Sell & Up-Sell Enablement
Adoption & Usage Monitoring
Customer Education & Enablement
Operational Excellence
What You Will Bring:
- 2–4 years in Client Success, Account Management, or related roles (preferably in SaaS, technology, or consulting environments).
- Reading, writing, and speaking fluency in the English language is a MUST-HAVE
- 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.
- Understanding of contact center operations, CRM platforms, AI solutions, or analytics is a plus.
Top Skills
Analytics Dashboards
Automation Tools
Crm Systems
SaaS
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
