客户关系总监 - Microsoft Azure

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 an Engagement Director-Microsoft Azure to join our growing organization. This is a 100% remote opportunity with limited travel requirements to Vancouver.

At TTEC Digital, everything we do, every day adds fuel to exceptional customer experience.  We do this by utilizing our technology know-how to enable our clients to deliver an exceptional experience to their customers.

The Engagement Director is responsible for leading, guiding, and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing end-to-end successful delivery of multiple large programs, delivering financial metrics around the program portfolio, and managing client relationships and escalations. In addition, this position is responsible for assisting in cross-sell, up-sell, driving CSAT, SME knowledge & best practices across the entire Consulting & Delivery practice.

About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.
 
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What You Will Be Doing:

Driving Business Success:

• Responsible for Engagement Management by focusing on client relationships, cross-sell and up-sell opportunities, thereby contributing to additional business within the portfolio.

• Demonstrates professionalism and leadership in representing TTEC Digital to customers and vendors.

• Acts as an Executive Sponsor on multiple projects and programs. Guides complex, strategic initiatives.

• Owns, plans, and leads Enterprise Projects & Programs across complex, large transformation engagements.

• Responsible for North America (NA) and Global Delivery Center (Nearshore / Offshore) collaboration and driving work cohesion. Responsible for driving and executing on tangible metrics around offshore contribution to business.

• Meets/exceeds billable expectation as determined by management (up to 25%)

• Owns Profit/Loss across a portfolio of projects with a focus on contribution margin & realization while ensuring delivery against the company budget.

• Owns Profit/Loss across a portfolio of projects with a focus on contribution margin & realization while ensuring delivery against the company budget

Client Relations:

• Oversees, leads, and guides end-to-end successful delivery of multiple parallel programs with laser focus around scope, client objectives, budget, and timeline, thereby ensuring both Client and Project Success.

• Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs and guiding the teams across risks, issues, and roadblocks.

• Responsible for owning, managing, and solving customer escalations by analyzing the issues, doing root cause analysis, managing multiple stakeholder expectations, and bridging gaps.

• Drives Customer Satisfaction & Reference-ability by being a trusted advisor to customers and leading by example.

Leadership and Collaboration:

• Collaborates with the VP of Consulting & Delivery and VP of PMO to implement strategic process improvement initiatives, implementing new tools and templates, delivery excellence initiatives, and estimation refinement through continuous improvement

• Collaborates with Capability Directors and Managers, PMO on staffing projects effectively, resource management and feedback, bookings, hiring plans, and skills development.

• Collaborates with Sales and PSAs on SOWs, estimation reviews, and approvals, best practices in sales/delivery collaboration, and process improvements in sales/delivery collaboration.

• Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior.

• Provides thought leadership, SME knowledge, and consulting and delivery industry best practices.

Project Supervisory Responsibilities:

• This position will provide work direction, feedback, and drive accountability of all resources (PMs, PSAs, Seniors, Consultants, Associates, etc.) across multiple projects and programs.

What You Will Bring:

• Bachelor’s degree in computer science, business or related area preferred—equivalent experience considered.

• 10+ years of enterprise delivery experience, including experience of leading or managing large programs ($3M+, 12-15 months+ duration, 15+ team members), preferably with Microsoft tools.

• 5+ years of engagement management experience. Any past client-partner, sales portfolio, or account management experience is a bonus.

• 5+ years of experience in leading or working with offshore teams preferred

• Advanced proficiency and/or certification on Project Management and different Project Management styles like Agile, Scrum, Waterfall, Hybrid etc., is preferred

• Employee is required to travel to business and customer locations, locally and/or nationally, up to 30%.

Delivery Leadership: Focus on one or more of the following Microsoft Azure pillars

Proven delivery experience in managing delivery portfolios of $10M+ and experience in leading and managing multiple parallel large, complex data transformation programs. Global experience preferred.

Data & AI Focus

• 8+ years of software implementation with data transformation, data warehousing experience, preferably in a consulting/professional services environment.

Infrastructure / Platform Focus

• 8+ years of software implementation experience leading enterprise application modernization, cloud-native development, API/integration programs, and digital platform initiatives, preferably in a consulting/professional services environment.

Digital Innovation / Custom Solutions (Applications)

• 8+ years of infrastructure and cloud transformation delivery experience, including Azure migrations, landing zone implementations, hybrid networking, identity/security programs, and operational modernization, preferably in a consulting/professional services environment.