**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? Look no further! 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 innovative approach has earned us recognition as a leader in the BPO industry, and we're committed to making a positive impact on the world we live in.
**Our Core Values**
At Arise, we're guided by a set of core values that shape everything we do:
* **Relentlessly Pursue Excellence**: We strive for excellence in everything we do, from delivering exceptional customer experiences to driving business growth.
* **Empower People & Partners**: We believe in empowering our employees, partners, and clients 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 and inclusivity.
* **Embrace Possibilities**: We're always looking for new opportunities and ways to innovate and improve.
**Job Summary**
As a Senior Customer Success Manager at Arise, you'll be responsible for ensuring client satisfaction with our platform and driving growth of assigned client relationships. You'll become a trusted advisor and thought leader, providing strategic guidance to ensure that Arise is well-positioned as a critical business partner.
**Key Responsibilities**
* **Operate the client relationship**: Develop and maintain strong relationships with client Vendor Managers and Director-level contacts.
* **Demonstrate value creation**: Show clients how our platform can deliver high-value business results through superior virtual solutions.
* **Ensure compliance**: Determine compliance to client performance expectations of all vendors providing service on client programs.
* **Deliver excellent results**: Anticipate and analyze root cause issues on client accounts, ensuring Gross Profit margin targets are met.
* **Develop and maintain a detailed Monthly Action Plan**: Perform daily reviews of client scorecard performance and take action to ensure delivery against the client contract.
* **Manage vendor performance**: Establish controls, exception reporting, and regular auditing and performance reporting of vendor adherence to key contract terms.
* **Author vendor statements of work**: Develop service level exhibits and ensure compliance with contract terms.
* **Drive compliance and quality management**: Mentor and supervise Managers, Customer Success, and undertake financial and qualitative analysis.
* **Special projects**: Collaborate with the business development team to identify new ways to garner more business or applications from clients.
**Interdependencies**
* **Ensure vendor resources meet qualifications and performance expectations**: Accountable for ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients.
* **Ensure correct SLAs are being set and met**: Accountable for ensuring that correct Service Level Agreements (SLAs) are being set and met.
* **Optimize forecasting process**: Accountable for ensuring that the forecasting process is optimizing both client and Arise outcomes.
* **Review vendor level metrics and vendor rankings**: Accountable for reviewing vendor level metrics and vendor rankings.
**Growth Opportunities**
* **Assist business development team**: Identify new ways to garner more business or applications from clients.
* **Support business development team**: Craft new programs and value propositions.
* **Perform other duties as assigned**: Collaborate with Business Analytics to evaluate results and prepare for delivery of results before client meetings.
**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.
* **Three years of exempt level managerial experience**: Managing client relationships and proficient in MS Office (close to expert level with Excel 2007).
* **24/7 client engagement philosophy**: Professionalism and ability to work well with others, maintaining 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**: Achieve your potential at Arise.
**Diversity and Inclusion**
At Arise, we celebrate our diversity and inclusivity. We're an equal opportunity employer, committed to creating a healthier atmosphere for all employees.
**How to Apply**
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 achieve your potential at Arise.
Apply Now
Apply Now
**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 innovative approach has earned us recognition as a leader in the BPO industry, and we're committed to making a positive impact on the world we live in.
**Our Core Values**
At Arise, we're guided by a set of core values that shape everything we do:
* **Relentlessly Pursue Excellence**: We strive for excellence in everything we do, from delivering exceptional customer experiences to driving business growth.
* **Empower People & Partners**: We believe in empowering our employees, partners, and clients 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 and inclusivity.
* **Embrace Possibilities**: We're always looking for new opportunities and ways to innovate and improve.
**Job Summary**
As a Senior Customer Success Manager at Arise, you'll be responsible for ensuring client satisfaction with our platform and driving growth of assigned client relationships. You'll become a trusted advisor and thought leader, providing strategic guidance to ensure that Arise is well-positioned as a critical business partner.
**Key Responsibilities**
* **Operate the client relationship**: Develop and maintain strong relationships with client Vendor Managers and Director-level contacts.
* **Demonstrate value creation**: Show clients how our platform can deliver high-value business results through superior virtual solutions.
* **Ensure compliance**: Determine compliance to client performance expectations of all vendors providing service on client programs.
* **Deliver excellent results**: Anticipate and analyze root cause issues on client accounts, ensuring Gross Profit margin targets are met.
* **Develop and maintain a detailed Monthly Action Plan**: Perform daily reviews of client scorecard performance and take action to ensure delivery against the client contract.
* **Manage vendor performance**: Establish controls, exception reporting, and regular auditing and performance reporting of vendor adherence to key contract terms.
* **Author vendor statements of work**: Develop service level exhibits and ensure compliance with contract terms.
* **Drive compliance and quality management**: Mentor and supervise Managers, Customer Success, and undertake financial and qualitative analysis.
* **Special projects**: Collaborate with the business development team to identify new ways to garner more business or applications from clients.
**Interdependencies**
* **Ensure vendor resources meet qualifications and performance expectations**: Accountable for ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients.
* **Ensure correct SLAs are being set and met**: Accountable for ensuring that correct Service Level Agreements (SLAs) are being set and met.
* **Optimize forecasting process**: Accountable for ensuring that the forecasting process is optimizing both client and Arise outcomes.
* **Review vendor level metrics and vendor rankings**: Accountable for reviewing vendor level metrics and vendor rankings.
**Growth Opportunities**
* **Assist business development team**: Identify new ways to garner more business or applications from clients.
* **Support business development team**: Craft new programs and value propositions.
* **Perform other duties as assigned**: Collaborate with Business Analytics to evaluate results and prepare for delivery of results before client meetings.
**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.
* **Three years of exempt level managerial experience**: Managing client relationships and proficient in MS Office (close to expert level with Excel 2007).
* **24/7 client engagement philosophy**: Professionalism and ability to work well with others, maintaining 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**: Achieve your potential at Arise.
**Diversity and Inclusion**
At Arise, we celebrate our diversity and inclusivity. We're an equal opportunity employer, committed to creating a healthier atmosphere for all employees.
**How to Apply**
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 achieve your potential at Arise.
Apply Now
Apply Now