**Experienced Senior Customer Success Manager – Virtual Customer Experience Management**

At arenaflex, we're revolutionizing the way the world works by delivering powerful solutions and driving differentiated results. As a pioneer in virtual customer experience management, we've been connecting the world's biggest brands to the largest network of gig-economy Service Partners in the BPO industry. Our mission is to make a positive impact on the world we live in, and we're looking for a trailblazer to join our team of innovators. **About arenaflex** arenaflex is a virtual customer experience management company that has been delivering services in the cloud through a network of tens of thousands of independent virtual customer service, sales, and technical support providers in the United States, Canada, and Europe. Our company values are built on a foundation of excellence, empowerment, making a difference, and embracing possibilities. We're committed to creating a work environment that fosters growth, innovation, and collaboration. **Job Summary** We're seeking an experienced Senior Customer Success Manager to join our team of customer experience professionals. As a Senior Customer Success Manager, you will be responsible for ensuring client satisfaction with the arenaflex platform to enable growth of assigned client relationships. You will become a trusted advisor and provide thought leadership to ensure that arenaflex is well-positioned as a critical business partner. **Responsibilities** As a Senior Customer Success Manager, you will be responsible for: * Operating the client relationship, with a primary focus on Vendor Managers and secondary relationships with Director-level client contacts * Demonstrating the value of the arenaflex platform in creating high-value business results through superior virtual solutions * Ensuring 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 the expected financial outcomes of the contract with the client and taking action to deliver those outcomes + Anticipating and analyzing 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 Managers, Customer Success + Related duties as required + Special projects as assigned by VPGM, VP, or Director, Customer Success **Interdependencies** As a Senior Customer Success Manager, you will be accountable for: * Ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients * 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 arenaflex'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 results before any Client meeting is conducted **Growth** As a Senior Customer Success Manager, you will have opportunities to: * Assist the business development team in identifying new ways that arenaflex can garner more business or more applications from clients * Support the business development team in crafting new programs and value propositions * Perform other duties as assigned **Qualifications** To be successful in this role, you will 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 * 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 (must be close to expert level with Excel 2007) * This position may require some light travel from time to time * Must have a 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** arenaflex offers a comprehensive compensation and benefits package, including: * Medical / Dental / Vision / Flex Spending Benefits * 401k, Retirement (40% match) * Flexible Time Off program - take what you need * Tuition Reimbursement **Join the arenaflex Team** When smart, creative, and passionate people get together, the results are astounding and the opportunities limitless. Achieve your potential at arenaflex. **Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V** Apply Job! Apply for this job