**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 Job! Apply for this job