Lead, Success Services

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Essential Functions Dedicated Success Engineer Responsibilities • Serve as the assigned DSE for a designated strategic customer account. • Develop and maintain trusted advisor relationships with customer stakeholders. • Conduct regular customer meetings, service reviews, and planning sessions. • Drive customer adoption, optimization, and platform value realization. • Provide proactive recommendations to improve customer outcomes. • Coordinate support, product, services, and customer success activities. • Assist with escalations and complex customer issues. • Maintain customer success plans, account roadmaps, action plans, and documented commitments. Coaching & Mentorship Responsibilities • Provide day-to-day coaching for assigned DSE team members. • Support onboarding and enablement of newly hired DSEs. • Share best practices, customer success strategies, and technical knowledge. • Conduct regular mentoring sessions and development discussions. • Help team members navigate customer challenges, escalations, and complex delivery scenarios. • Assist in developing future senior DSEs and team leads. • Lead 1 to 1 sessions with your team each week. Operational Leadership Responsibilities • Drive consistency in DSE processes, standards, and customer engagement practices. • Review customer plans, service reviews, and deliverables for quality and completeness. • Help monitor team workload, capacity, utilization, and customer assignment strategy. • Identify operational risks and proactively escalate concerns. • Participate in workforce planning, resource allocation, and account transition discussions. • Contribute to DSE playbooks, onboarding materials, program documentation, and operational guidelines. Escalation & Cross-Functional Support • Act as a senior escalation resource for the DSE team. • Assist with high-priority customer situations and complex support scenarios. • Partner with Support, Product, Professional Services, Customer Success, and Engineering to remove blockers. • Represent the DSE team in operational reviews and cross-functional planning discussions. • Provide practical feedback to leadership on program risks, customer needs, and team readiness. Leadership Expectations • Lead by example through strong customer engagement, ownership, and service delivery. • Reinforce Riskonnect values and a customer-first Premium Services culture. • Promote accountability, collaboration, knowledge sharing, and continuous improvement. • Support employee engagement, retention, and career pathing initiatives. • Serve as a trusted resource for managers, peers, and developing DSE team members. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquire.ai. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/