Experienced Senior Customer Success Manager – Virtual Customer Experience Management Pioneer

Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving business growth? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! Arise, a virtual customer experience management pioneer, is seeking an Experienced Senior Customer Success Manager to join our team of trailblazers.

About Us

At Arise, we're on a mission to change the way the world works. We're a pioneer in virtual customer experience management, connecting the world's biggest brands to a network of tens of thousands of independent service providers in the United States, Canada, and Europe. Our team is passionate about delivering powerful solutions and driving differentiated results, while making a positive impact on the world we live in.

Our Core Values

We're guided by a set of core values that reflect our commitment to excellence, people, and making a difference. These values are:

• Relentlessly Pursue Excellence: We strive for perfection in everything we do.
• Empower People & Partners: We believe in empowering our team members and partners to achieve their full potential.
• Make a Difference: We're committed to making a positive impact on the world we live in.
• No Boundaries: We're a global organization with no boundaries, and we celebrate our diversity.
• Embrace Possibilities: We're always looking for new opportunities and ways to innovate.

Job Summary

As an Experienced Senior Customer Success Manager, you will be responsible for ensuring client satisfaction with the Arise platform, driving growth of assigned client relationships, and becoming a trusted advisor to our clients. You will work closely with our clients to understand their business needs and develop customized solutions to meet those needs. You will also be responsible for managing vendor relationships, ensuring compliance with client performance expectations, and driving business results through superior virtual solutions.

Key Responsibilities

* Operate the client relationship, building strong relationships with Vendor Managers and Director-level client contacts

• Demonstrate the value of the Arise platform in creating high-value business results through superior virtual solutions
• Determine compliance to client performance expectations of all vendors that have selected and entered into a contractual agreement to provide service on client programs
• Deliver excellent results, including:

+ Fully understanding the expected financial outcomes of the contract with the client and taking action to deliver those outcomes + Anticipating when outcomes will not be met and performing deep analysis of root cause issues on client accounts + Ensuring Gross Profit margin targets are met + Developing and maintaining a detailed Monthly Action Plan + Performing daily reviews of client scorecard performance and taking action to ensure delivery against the client contract + Running weekly scorecard performance reviews and rolling this up to monthly and quarterly business reviews + Building and maintaining constructive vendor relationships and facilitating resolution of exceptions to agreed-upon performance + Managing vendor performance, including access to data, costs, cycle time, and quality through the establishment of controls, exception reporting, and regular auditing and performance reporting of vendor adherence to key contract terms + Authoring vendor statements of work, including service level exhibits + Undertaking financial and qualitative analysis and understanding core operations management variables and calculations, with a focus on quality and timeliness of delivery + Driving compliance and quality management + Mentoring and supervising of the Managers, Customer Success

• Interdependencies:

+ Ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for client + Ensuring that Learning delivers the correct business outcomes + Ensuring correct SLAs are being set and met and that + Ensuring the forecasting process is optimizing both the Client's and Arise's outcome + Ensuring the correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests to be executed + Reviewing vendor level metrics and vendor rankings + Collaborating with Business Analytics to evaluate results and prepare for the delivery of the results before any Client meeting is conducted

• Growth:

+ Assisting business development team in identifying new ways that Arise can garner more business or more applications from the client + Supporting the business development team in crafting new programs and value propositions + Performing other duties as assigned

Qualifications

* Minimum of Bachelor's degree or equivalent experience

• Prior BPO experience required
• Ability to work independently in a fast-paced environment
• Sales or Account Management experience and Operational experience preferred
• Strong negotiating skills
• Demonstrated leadership and decision-making skills
• Experience with contract and vendor management
• Deep proficiency with reporting, data, and trend analysis is a must
• Three years of exempt-level managerial experience and managing client relationships
• Proficient in MS Office (must be close to expert level with Excel 2007)
• This position may require some light travel from time to time
• Must have 24/7 client engagement philosophy
• Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information

Competitive Compensation and Benefits

* Medical / Dental / Vision / Flex Spending Benefits

• 401k, Retirement (40% match)
• Flexible Time Off program - take what you need
• Tuition Reimbursement

Why Join Us?

At Arise, we're passionate about delivering exceptional customer experiences and driving business growth. We're a dynamic and fast-paced organization that offers a range of opportunities for career growth and development. If you're a smart, creative, and passionate individual who is looking for a new challenge, we want to hear from you!

How to Apply

If you're interested in this exciting opportunity, please submit your application through our website. We can't wait to hear from you! Apply Job! Apply for this job