Digital CX Account Manager

Overview

DOING BUSINESS WITH PEOPLE, FOR PEOPLE.

Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world’s population. This kind of growth wouldn’t have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.

Responsibilities

PURPOSE OF POSITION:  

The Digital CX Account Manager will coordinate implementation of programs for clients across multiple lines of business -- Retail, BFSI, Travel & Hospitality, Healthcare and Government. This person with work with clients, the Teleperformance live agent Account Management and Operations teams as well as the Teleperformance Technical and Data Processing teams and is responsible for implementation and lifecycle maintenance of client Digital CX solutions (with an emphasis on IVR, virtual queue, voice-to-text, voice-to-chat and CRM partnerships).

The ideal candidate should enjoy working with a friendly, supportive team and in a fast-paced environment where multi-tasking, time management and attention to detail are a must. Excellent organizational, communication/presentation, analytical, problem-solving and writing skills are required to succeed in this position.

PRIMARY DUTIES AND RESPONSIBILITIES:

· Provide excellent customer service to internal and external clients

· Identify potential process improvements and additional Digital CX solutions

· Analyze top call drivers and identify opportunities for automation/new technologies

· Analyze client reports and make suggestions to optimize verbiage, call flow, capabilities and areas of opportunity

· Review both new and existing IVR programs for script-to-system accuracy and enhanced customer experience

· Work with the technical and data processing teams to create report templates and manage data requirements documentation (DRD) for the DP Team

· Track and manage scope, schedule and costs for project implementation

· Manage tasks and deliverables from client to technical resources when a Project or Implementation Manager is not assigned

· Compile specifications, requirements, and other program-specific documentation from the client when a Project or Implementation Manager is not assigned

· Provide strategic direction for specific accounts in order to support client objectives

· Maintain direct contact with each client on a regular basis, building and maintaining healthy trusting relationships

· Write creative copy for interactive voice response scripts

Weekly/Monthly/Quarterly responsibilities include:

· Prepare monthly billing documentation

· Prepare documentation for client business reviews (QBR)

· Develop revenue projections for each client and track revenue pipeline on a monthly basis

Qualifications

· Proficiency in Microsoft Word, Excel, Visio, PowerPoint, Teams and Outlook

· 2 – 4 years of experience as an Account Manager, Account Coordinator, Project Manager or CCM/ACCM (preferably working with Digital CX applications or in the contact center industry)

· Bachelor’s degree or significant equivalent experience as an Account Manager in the Digital CX or contact center industries

· Demonstrated critical thinking, strategic thinking and problem-solving behaviors

· Must be willing to work U. S. Eastern or Central Time Zone business hours

· Will consider Senior Account Manager if experience applicable (must have Bachelor’s degree PLUS prior client-facing responsibilities)

· If internal, a minimum of one year in current position

· If internal, No Action Forms