Sr. Customer Success Manager – Virtual Client Relationship Management & Growth

Join the Pioneers of Virtual Customer Experience Management at Arise

Arise is a trailblazing company that's revolutionizing the way the world works. Founded on a powerful mission to make a positive impact, we've established ourselves as a leader in virtual customer experience management. With a network of tens of thousands of independent service providers across the United States, Canada, and Europe, we're connecting the world's biggest brands to the largest network of gig-economy Service Partners in the BPO industry. As a part of our team, you'll have the opportunity to make a real difference and achieve your full potential.

Our Culture & Values

At Arise, we're guided by a set of core values that drive our behavior and decision-making:

• Relentlessly Pursue Excellence: We're committed to delivering exceptional results and continuously improving our processes.
• Empower People & Partners: We believe in empowering our team members, partners, and clients to achieve their goals.
• Make a Difference: We're dedicated to making a positive impact on the world around us.
• No Boundaries: We operate without limits, embracing new ideas and possibilities.
• Embrace Possibilities: We're open to new opportunities and challenges, and we're excited to explore them together.

Job Summary

We're seeking an experienced Sr. Customer Success Manager to join our team. As a Sr. Customer Success Manager, you'll be responsible for ensuring client satisfaction with the Arise platform, driving growth, and providing thought leadership to position Arise as a critical business partner. If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we want to hear from you!

Key Responsibilities

• Client Relationship Management: Operate and manage client relationships, with a primary focus on Vendor Managers and secondary relationships with Director-level client contacts.
• Business Results: Demonstrate how the Arise platform can create high-value business results through superior virtual solutions.
• Performance Management: Determine compliance with client performance expectations, analyze root cause issues, and develop corrective actions.
• Gross Profit Margin: Ensure Gross Profit margin targets are met, and develop a detailed Monthly Action Plan to achieve financial outcomes.
• Vendor Management: Build and maintain constructive vendor relationships, facilitate resolution of exceptions, and manage vendor performance.
• Reporting & Analysis: Perform daily reviews of client scorecard performance, weekly scorecard performance reviews, and monthly and quarterly business reviews.
• Authoring & Editing: Author vendor statements of work, including service level exhibits, and undertake financial and qualitative analysis.
• Mentoring & Supervision: Mentor and supervise Managers, Customer Success, and perform related duties as required.

Interdependencies

• Vendor Resources: Ensure vendor resources meet qualifications and performance expectations required to deliver contractual results for clients.
• Learning & Development: Ensure Learning delivers the correct business outcomes.
• SLAs & Forecasting: Ensure correct SLAs are being set and met, and that the forecasting process is optimizing both the Client's and Arise's outcome.
• Real-time Levers: Ensure the correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests.
• Vendor Metrics & Rankings: Review vendor level metrics and vendor rankings.
• Business Analytics: Collaborate with Business Analytics to evaluate results and prepare for the delivery of results before any Client meeting is conducted.

Growth & Development

• Business Development: Assist the business development team in identifying new ways that Arise can garner more business or more applications from the client.
• Program Development: Support the business development team in crafting new programs and value propositions.
• Special Projects: Perform other duties as assigned, including special projects as required.

Qualifications

• Education: Minimum of Bachelor's degree or equivalent experience.
• BPO Experience: Prior BPO experience required.
• Independent Work: Ability to work independently in a fast-paced environment.
• Sales & Account Management: Sales or Account Management experience and Operational experience preferred.
• Negotiating Skills: Strong negotiating skills.
• Leadership & Decision-Making: Demonstrated leadership and decision-making skills.
• Contract & Vendor Management: Experience with contract and vendor management.
• Reporting & Analysis: Deep proficiency with reporting, data, and trend analysis.
• Managerial Experience: Three years of exempt level managerial experience and managing client relationships.
• MS Office: Proficient in MS Office (must be close to expert level with Excel 2007).
• Travel: This position may require some light travel from time to time.
• Client Engagement: Must have a 24/7 client engagement philosophy.
• Professionalism: Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information.

What We Offer

At Arise, we're committed to providing a competitive compensation and benefits package that includes:

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

Why Join Arise?

When smart, creative, and passionate people come together, the results are astounding, and the opportunities are limitless. At Arise, we offer:

• A Culture of Excellence: We're committed to delivering exceptional results and continuously improving our processes.
• A Collaborative Environment: We believe in empowering our team members, partners, and clients to achieve their goals.
• A Commitment to Making a Difference: We're dedicated to making a positive impact on the world around us.
• Opportunities for Growth: We're excited to help you achieve your full potential and grow your career.

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! Please submit your application to join our team of trailblazers and help us change the way the world works.