Darlene Thompson
Sr Client Success Manager @TTEC Digital
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WORK HISTORY
Sr Client Success Manager @TTEC Digital
Serve as the overall relationship lead and trusted advisor for enterprise customers with complex SaaS and CCaaS contact center environments- Develop, maintain, and execute account‑specific Success Plans aligned to customer business objectives, KPIs, and measurable outcomes- Collaborate with customers to define and track key performance metrics and customer health indicators, ensuring adoption and long‑term value realization- Deliver Quarterly Business Reviews and executive‑level updates, clearly communicating ROI, risks, and strategic recommendations- Proactively identify and mitigate risks to customer satisfaction or retention, partnering cross‑functionally to resolve issues before impact- Work closely with Sales, Technical Account Managers, Professional Services, Product, and Support to drive retention, renewals, and account expansion.
EDUCATION
Ivy Tech Community College
RPG Programming Course
Indiana University Indianapolis
Business Administration and Management, General
ABOUT DARLENE THOMPSON
I am an Senior Strategic Customer Success Manager with 10+ years of experience partnering with large, complex customers in the SaaS and CCaaS contact center space. I serve as the overall relationship lead and trusted advisor, aligning customer business objectives with technology solutions that drive measurable outcomes, retention, and long‑term growth.Throughout my career, I have owned strategic enterprise accounts, developing and executing account‑specific Success Plans, defining and tracking KPIs and customer health metrics, and delivering Quarterly Business Reviews and executive‑level updates. My focus is ensuring customers achieve value while proactively identifying risk, adoption challenges, and expansion opportunities.I work cross‑functionally with Sales, Technical Account Managers, Product, Professional Services, and Support to optimize customer solutions, strengthen partnerships, and expand product adoption across enterprise portfolios. I am highly comfortable operating in fast‑paced, dynamic environments while managing multiple priorities and stakeholders.My background includes deep experience with contact center technologies, CCaaS platforms, and CRM systems including Salesforce and Microsoft Dynamics, using data and analytics to evaluate outcomes and guide strategic decision‑making.I’m passionate about building long‑term customer partnerships, driving business value, and helping organizations fully realize the benefits of their SaaS investments.
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