Principal Client Advisory

Job description

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. ### 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