Client Success Manager

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:

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).
• Passing qualified leads to sales or account executives.

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.

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.

COP 0 - 0 a year