Etech Global Services
Website:
etechgs.com
Job details:
Company Description
Founded in 2003, Etech Global Services has grown organically from one site in Nacogdoches, Texas, into a global leader in contact center services, with over 3,600 employees across 8 locations in the U.S., Jamaica, and India. Etech delivers over 200 million voice, chat, and email interactions annually while providing end-to-end customer experience (CX) solutions for over 50 global brands, including several Fortune 50 companies. Known for its servant leadership approach, Etech combines advanced technologies with human expertise to offer a variety of services like quality evaluations, customer retention, technical support, and analytics through its proprietary divisions like Etech Insights, QEval, and Etech Technology Solutions. Etech is dedicated to delivering exceptional customer experiences, fostering partnerships that build stronger brands, and driving measurable business outcomes.
Role Description
- Act as second-in-command for Customer Success; step in to lead team, customers, and strategy as needed
- Manage and mentor a team of Customer Success Managers, driving accountability and performance
- Oversee end-to-end implementation delivery, ensuring timelines, quality, and customer outcomes
- Own key metrics: Time to Value (TTV), adoption, retention, and expansion
- Manage enterprise clients, lead QBRs, and drive ROI-focused engagement
- Build and optimize scalable processes (reporting, health tracking, risk management)
- Partner cross-functionally with Sales, Product, and Training teams
- Drive product feedback, enhancements, and customer-centric improvements
- Lead growth strategies, improve utilization, and mitigate churn risk.
CORE RESPONSIBILITIES/SKILL SET:
- Good oral & written English skills and interpersonal communication skills
- Exceptional listening and analytical skills.
- Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Ability to work independently.
- Excellent attention to detail.
- Ability to exercise strict confidentiality in all matters.
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