Open to opportunities

Charrise ingram

@charriseingram

Enterprise Account Director & Client Success leader driving $40M renewals and $10M+ net-new growth via FedRAMP IL4 cloud and CX/AI.

United States

Message

What I'm looking for

I’m looking for a senior client leadership role where I can drive retention and net-new growth, advise executives on FedRAMP-ready cloud and CX/AI platforms, and lead teams to deliver measurable ROI, renewals, and customer outcomes.

I’m an Enterprise Account Director and Client Success leader with 15+ years driving growth across public sector and enterprise technology portfolios, with proven ownership of $40M+ accounts and consistent $10M annual new-business attainment alongside 100% renewal performance over 15 years.

As Director, Client Success – Public Sector at TTEC Digital, I owned a $40M public sector portfolio across 22 accounts, delivering $10M+ in annual net new revenue while maintaining a 100% renewal rate. I serve as a trusted advisor to Department of Defense and enterprise executives, influencing multi-year cloud, CX, and AI platform investment decisions.

I’ve directed FedRAMP IL4 cloud environments for multiple DoD agencies, ensuring compliance, security, and operational continuity. I also led cloud modernization initiatives for 20+ public sector clients, migrating legacy on-prem environments to secure cloud platforms and generating $20M+ in lifecycle cost savings.

Across my roles, I’ve paired executive-ready stakeholder communication with hands-on operational rigor—owning SLA/KPI governance, leading quarterly business reviews and C-suite executive briefings, and guiding teams through coaching, performance reviews, and development planning to elevate client outcomes. I combine ITIL-based service stability practices with CX and AI-driven customer optimization, using platforms like NICE, Verint, Calabrio, Nuance, Salesforce, Microsoft Dynamics, and ServiceNow to drive adoption, retention, and measurable business impact.

Experience

Work history, roles, and key accomplishments

Director, Client Success

TTEC Digital Inc.

Jan 2020 - Feb 2025 (5 years 1 month)

Owned a $40M public sector portfolio, delivering $10M+ in annual net new revenue and maintaining 100% renewal performance across 22 accounts. Directed FedRAMP IL4 cloud operations and led cloud modernization for 20+ clients, generating $20M+ in lifecycle cost savings while advising DoD and enterprise executives on multi-year cloud, CX, and AI investments.

Strategic Account Management FedRAMP IL4 Cloud Cloud Modernization CX Platform Adoption AI Driven Customer Analytics Security Compliance

Senior Account Manager

TTEC Digital Inc.

Jan 2016 - Feb 2020 (4 years 1 month)

Served as primary point of contact for public and private sector clients, managing daily account execution, escalations, and SLA/KPI governance to protect service performance. Functioned as an ITIL SME for incident, problem, and change management; drove NPS scores of 50–70; expanded ServiceNow capabilities; and delivered process improvements including Microsoft Dynamics implementation.

ITIL Problem & Change Customer Escalation Management ServiceNow Implementation CRM Administration Net Promoter Score (NPS)SQL Reporting Process Improvement

Director of IT (Technical Account)

TTEC Digital Inc.

Jan 2006 - Jan 2016 (10 years)

Led direct relationships for 18 Fortune 500 enterprises and drove annual revenues exceeding $500M by aligning IT environments to client business objectives. Managed and mentored a core team of 20 IT professionals (with influence across 200+ technical/operations staff), oversaw enterprise systems architecture and ITIL processes, and built a centralized knowledge base to improve service stability an

Technical Account Management Knowledge Management Systems Financial Forecasting

IVR/Telephony/Speech Implementation

EchoStar / Dish Network

Nov 1998 - Nov 2006 (8 years)

Designed and implemented IVR and speech-enabled self-service solutions that reduced live agent call volume and improved customer experience. Delivered multi-million-dollar annual cost savings through automation and call deflection, reducing call volumes by tens of thousands per month and eliminating dozens of call center FTEs.

Call Deflection Strategy Contact Center Analytics Usability Testing Process Optimization Customer Experience (CX)Automation Telecommunications Operations