Vice President, Client Success Partner - BFSI

About the position As a VP, Client Success Partner, you will be responsible for leading a specialized client portfolio within the BFSI vertical, focusing on the TTEC Engage solution set. This executive role involves nurturing client relationships to foster profitable business growth, leveraging a deep understanding of the modern customer experience landscape, operational excellence, and strong client relationship building. You are expected to stay informed on market trends affecting clients' industries, anticipate their business needs, and position TTEC as a strategic partner. The role requires ensuring alignment between organizational objectives and client needs to achieve and sustain profitable growth within your portfolio. You will also orchestrate various TTEC teams, including marketing, sales, offers and solutioning, and delivery, to effectively serve clients and expand the book of business profitably.

Responsibilities

• Lead a specialized client portfolio across the BFSI vertical representing the TTEC Engage solution set.
• Nurture relationships with clients to grow a profitable book of business leveraging passion for and in-depth understanding of the modern customer experience landscape, deep expertise in operational excellence, and building client relationships.
• Stay up to date on market trends impacting clients’ industries and work to understand and anticipate their business needs to position TTEC as a value-add strategic partner to best support their objectives.
• Ensure alignment between the organization's objectives and each client's needs to maintain and deliver profitable growth in your portfolio.
• Orchestrate TTEC teams and individuals from marketing, sales, offers and solutioning, and delivery to successfully serve clients and grow your book of business profitably.
• Act as a visionary for your client portfolio with an in-depth understanding of CX delivery and technology-enabled solutions.
• Have full P&L responsibility and for meeting/exceeding annual financial goals while making progress on longer-term financial performance.
• Lead the development of the short and long-term business strategy to include expanded digitized offerings, geo expansion and solutions that align with your clients’ business needs and market trends.
• Work hand in hand with offering, solutioning and delivery teams to deliver on the strategies.
• Review existing client relationships to ensure best practices are in place for client management, retention, and to position us for growth.
• Create strategy for business growth and oversight of current business within the portfolio including achieving the businesses goals for sales, business development, and delivery across TTEC Engage.
• Build and sustain internal and external relationships and have the stature and credibility to interface at senior levels.
• Collaborate closely with other client portfolio leaders to share best practices, identify synergies and business opportunities that will benefit our clients and the company growth and financial performance.

Requirements

• 15+ years of business leadership experience, preferably in the customer experience industry.
• In-depth knowledge of customer experience with BFSI clients.
• Combine vision, strategy and tactics to systematically grow the organization and customer development goals through creativity, ethical behavior and business builder techniques.
• Sophisticated understanding of the sales process, contact center operations, and financial metrics of successful service delivery while bringing a proven approach for how to optimize a large scale, distributed environment.
• A problem solver with demonstrated success influencing, managing and being part of matrix organizations.
• Accustomed to serving large / complex Fortune 500 clients in an extremely fast-paced environment.
• Someone who galvanizes the team, excites the masses about one’s vision / operational plan, and balances being a take-charge leader with having a collaborative approach.