Experienced Senior Customer Success Manager – Virtual Customer Experience Management Pioneer

Join the Trailblazers at Arise

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where innovation and creativity are encouraged? Look no further than Arise, the virtual customer experience management pioneer that's changing the way the world works. As a Senior Customer Success Manager, you'll play a critical role in ensuring client satisfaction and driving growth for our assigned client relationships.

About Arise

At Arise, we're on a mission to revolutionize the way businesses interact with their customers. Our cutting-edge platform connects the world's biggest brands with a network of tens of thousands of independent service providers in the United States, Canada, and Europe. As a pioneer in the gig-economy, we're committed to empowering people and partners to achieve their full potential. Our core values – Relentlessly Pursue Excellence, Empower People & Partners, Make a Difference, No Boundaries, and Embrace Possibilities – guide everything we do.

Responsibilities

As a Senior Customer Success Manager, you'll be responsible for ensuring client satisfaction and driving growth for our assigned client relationships. Your primary focus will be on operating the client relationship, building secondary relationships with Director-level client contacts, and demonstrating the value of the Arise platform in delivering high-value business results. You'll also be accountable for:

• Determining compliance to client performance expectations of all vendors that have selected and entered into a contractual agreement to provide service on client programs
• Delivering excellent results, including fully understanding expected financial outcomes, anticipating and analyzing root cause issues, and 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
• Building and maintaining constructive vendor relationships, facilitating resolution of exceptions to agreed-upon performance, and managing vendor performance through the establishment of controls, exception reporting, and regular auditing and performance reporting
• Authoring vendor statements of work, including service level exhibits, and undertaking financial and qualitative analysis to understand core operations management variables and calculations
• Driving compliance and quality management, mentoring and supervising Managers, Customer Success, and performing related duties as required

Interdependencies

As a Senior Customer Success Manager, you'll be accountable for ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients. You'll also be responsible for:

• Ensuring that Learning delivers the correct business outcomes
• Ensuring correct SLAs are being set and met and that forecasting processes are optimizing both client and Arise outcomes
• Reviewing vendor level metrics and vendor rankings, collaborating with Business Analytics to evaluate results, and preparing for the delivery of results before client meetings
• Assisting business development teams in identifying new ways to garner more business or applications from clients and supporting the development of new programs and value propositions

Growth Opportunities

As a Senior Customer Success Manager, you'll have the opportunity to grow and develop your skills in a dynamic and innovative environment. You'll work closely with our business development team to identify new ways to drive growth and deliver exceptional customer experiences.

Qualifications

To be successful in this role, you'll need:

• A minimum of a 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, and experience with contract and vendor management
• Deep proficiency with reporting, data, and trend analysis
• Three years of exempt-level managerial experience and managing client relationships
• Proficient in MS Office, with expertise in Excel 2007
• Ability to work in a 24/7 client engagement philosophy and maintain confidentiality of information

Competitive Compensation and Benefits

As a valued member of our team, you'll enjoy a range of competitive compensation and benefits, including:

• Medical, Dental, Vision, and Flex Spending Benefits
• 401k, Retirement (40% match)
• Flexible Time Off program – take what you need
• Tuition Reimbursement

Join the Arise Team

If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team of trailblazers and be part of a dynamic and innovative organization that's changing the way the world works.

Equal Opportunity Employer

Arise is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a healthier atmosphere where everyone can thrive. Apply for this job