Implementation Manager, Chatbots -- REMOTE U.S.

++TTEC is seeking a Messaging Implementation Manager to join our Business Transformation team.++ This is a telecommuting opportunity with limited travel requirements. 

As part of our Business Transformation Professional Services team, you will work closely with an assigned portfolio of clients.  Your focus will be implementing the messaging platform so clients can successfully leverage the messaging platform and tools to achieve their Customer Experience and Operational goals.

**What you'll be doing:**

- **Strategic Intent**
- Understand and demonstrate a thorough understanding of the customer's business goals and objectives.
- Proactively provide thought leadership, ideas and recommendations in support of customer initiatives and goals.
- **Program Management**
- Ensure projects adhere to standard project management methodologies, are delivered on-time and under budget.
- Work with TTEC and Vendor messaging teams to oversee solution, deployment projects, and ensure go-to-market strategy & timeline meets customer expectations.
- Collaborate with internal stakeholders (Sales, Product, Support and Execs) to complete customer goals, be the voice of the customer to provide visibility and/or escalations and maintain strong reference ability across your account portfolio.
- Coordinate with team members to diagnose and resolve issues highlighted by our customers, ensuring resolution in a timely manner.
- Identify key weaknesses and failure points in current project implementation plans and spearhead process improvements.
- **Operational and Performance Management**
- Leverage cross-functional operational experts to deploy so the customer can utilize reports to measure performance.
- Identify and implement new strategies and end points to maximize the messaging performance.
- Provide product demonstrations and end-user training as required.
- **Growth**
- Continuously optimize and improve the development and sharing of best practices, and lessons learned, for increasing overall program efficiency.
- Initiate and coordinate new design and improvement initiatives and analysis together with our continuous improvement team.
- Contribute to revenue generation through renewals, upsells, and expansions.

**What skills you will need:**

- BS or BA degree
- 3+ years managing client / SaaS provider implementations
- Strong operational knowledge of contact centers and associated KPI’s is preferred
- Demonstrated leadership, strong negotiation and conflict resolution skills
- Ability to multitask, prioritize and utilize effective time management skills to ensure that work related activities are completed in an accurate and timely manner
- Ability to work effectively in a remote, team oriented, high demand and fast paced environment
- Ability to proactively and continually collaborate with clients and colleagues to ensure business outcomes
- Outstanding interpersonal, relationship building skills conducive to team collaboration
- Solid communication skills to manage to various levels of LivePerson and customer contacts
- Consistent track record of success and progressive achievement in career to date

**Who We Are: **

TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Customer Technology Services segment drives customer experience outcomes to small, medium and enterprise clients by providing best in class Cloud and Premise Contact Center and Unified Communications Solutions, and CRM, Multi-channel, Omni-channel and WFO Services.

**Compensation and Benefits:**

The anticipated starting salary range for individuals expressing interest in this position is $77,000-$120,000 USD. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees include the following:

- Medical, dental, and vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
Company
TTEC
Posted
07/21/2021
Type
Full time
Location
Indianapolis, IN 46201, US