Principal Client Advisory
Job Location:
Manila - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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.
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
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
Required Experience:
Staff IC
About Company
We believe that humanity and technology should ​co-exist, and that at the nexus of the ​most powerful experiences, humanity and technology collide. At TTEC Digital, we combine the expertise, innovation, partnerships, and passion of three industry-leading customer experience com ... View more
