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Principal Client Advisory
在TTEC Digital，我们指导客户，确保他们的员工感到被重视并得到充分支持，因为卓越的客户体验是一个以员工为先的过程。我们的愿景一致，是一个员工可以茁壮成长的地方。
TTEC Digital正在寻找一位高级客户顾问加入我们的托管服务业务。这是一个位于马尼拉的远程办公职位。
在此职位上，您将作为一组托管服务客户的运营和技术负责人，推动服务交付，并确保在整个客户生命周期中保持卓越表现。您将作为值得信赖的顾问，监督客户平台的运营，领导客户关系，同时管理日常交付工作，保持高水平的客户满意度。
您将在事件管理、平台升级、合同续签和持续改进计划中发挥关键作用，与跨职能团队紧密合作以解决问题、降低风险并发现增长和优化服务的机会。您还将负责为客户创建和交付周报和月报，提供服务指标，并与内部团队协作以支持季度客户评审。
此外，您将帮助确保符合客户标准，包括ITIL流程、安全性和操作政策，同时作为内部和外部沟通的中心协调点。另外，您将支持从项目交付到持续支持（Day 2）的过渡，并通过协助计费输入、文档编写、需求收集以及帮助定义新项目的努力程度来为每个项目的商业成功做出贡献。
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关于我们
TTEC Digital及我们的1800多名员工，开创了促进参与和增长的解决方案，从而提升卓越的客户体验（CX）。我们的子公司TTEC Engage是一家拥有60000多名员工的服务公司，其客户服务代表遍布全球。TTEC Holdings Inc.是Digital和Engage两家公司的母公司。当客户有全面的需求时，他们可以从这两个独立管理的卓越中心——TTEC Digital和TTEC Engage中获得支持。
我们也很高兴地分享，TTEC已获得2024-2025年度“最佳雇主”认证，这是基于14个国家的出色员工体验。
TTEC是一家自豪的平等机会雇主，所有合格申请人将获得考虑。
查看英文原文
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 is seeking a Principal Client Advisory to join our Managed Services practice. This is a remote, telecommute role based in Manila.
In this role, you will serve as the operational and technical lead for a portfolio of managed services clients, driving service delivery and ensuring excellence across the full client lifecycle. You will act as a trusted advisor, overseeing client platform operations, leading client relationships, and managing day-to-day delivery while maintaining high levels of client satisfaction.
You will play a key role in incident management, platform upgrades, contract renewals, and continuous improvement initiatives, partnering closely with cross-functional teams to resolve issues, mitigate risks, and identify opportunities to grow and optimize services. You will also be responsible for creating and delivering weekly and monthly service reviews for clients, providing service metrics, and collaborating with internal teams to support quarterly client reviews.
In addition, you will help ensure compliance with client standards, including ITIL processes, security, and operational policies, while serving as a central point of coordination for internal and external communications. Additionally, you will support the transition from project delivery to ongoing support (Day 2) and contribute to the commercial success of each engagement by assisting with billing inputs, documentation, gathering requirements, and helping define level of effort for new initiatives.
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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.
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What You Will Be Doing:
Platform Operations & Service Delivery
• Oversee the management, trending, and analysis of support and change service requests
• Perform ongoing platform health monitoring and system checks to ensure stability, performance, and capacity
• Prioritize and coordinate work for technical resources to ensure timely completion of service requests and changes
• Drive Change Management cycles and ensure visibility across stakeholders
• Analyze platform performance metrics and implement action plans to address risks or issues
• Coordinate incident and service request resolution from initiation through root cause analysis across Service Desk, Level II/III, and engineering teams
• Serve as an escalation point for high-priority incidents (P1/P2), ensuring timely communication and resolution
• Drive root cause analysis (RCA) follow-through, ensuring corrective and preventive actions are implemented
• Maintain strong working knowledge of supported platforms and apply expertise to client environments
• Ensure adherence to client policies and ITIL processes, including Incident, Problem, Change, Release, Security, and Asset Management
Client Relationship & Communication Management
• Build and maintain strong, trusted relationships with client stakeholders
• Act as a strategic advisor and primary operational contact for assigned clients
• Lead regular operational status reviews and business review meetings
• Create and deliver weekly and monthly service reviews to clients, and provide service metrics input and collaborate with internal teams to support quarterly business reviews
• Coordinate communications across Account Management, delivery teams, and third-party vendors
• Proactively assess client satisfaction and identify opportunities for improvement
• Conduct structured client feedback sessions and drive action planning based on outcomes
• Capture and share lessons learned and best practices across internal teams
• Mentor internal resources to ensure high standards of delivery and customer experience
Commercial & Account Management
• Participate in and support contract renewal activities, including scope validation and service alignment
• Partner with Business Development teams to identify account expansion and optimization opportunities
• Assist in the development of Statements of Work (SOWs), Change Requests, RFP responses, and other contract documentation
• Track project run rates, resource utilization, and support accurate invoicing processes
• Provide inputs to billing and financial reporting, including effort tracking and utilization data
• Support pre-implementation planning, including requirements gathering, level of effort (LOE), and resource planning
• Deliver regular account status updates and key client insights to internal stakeholders
Transition & Continuous Improvement
• Lead and support the transition of clients from project implementation to Day 2 support operations
• Ensure all required support documentation is developed, maintained, and accessible
• Set clear expectations with clients regarding support scope, responsibilities, and service delivery
• Drive continuous improvement in delivery processes, tools, and client experience
• Manage client expectations across ongoing support and project-related activities
What You Will Bring:
• 6 to 8+ years of experience in Technical Operations Management, preferably in contact center cloud or on-prem environments
• Experience supporting CCaaS platforms such as Genesys, Five9, Cisco, NICE CXone, AWS Connect, or similar technologies
• Strong background in client relationship management and consulting
• Proven ability to manage incident response, change management, and service delivery processes
• Solid understanding of ITIL frameworks and operational best practices
• Experience supporting commercial aspects of managed services, including SOWs, invoicing, and renewals
• Demonstrated ability to mentor others and manage technical support teams
• Strong communication, problem-solving, and stakeholder management skills
• Ability to work effectively in a remote, global, and cross-functional environment