Manager, Customer Success
About The Position
The Customer Success Manager plays a central role at Arise Virtual Solutions, ensuring that our clients and Service Partners are able to maximize the value they obtain through use of our Platform. Each Customer Success Manager (“CSM”) serves our portfolio of clients by developing an intimate understanding of their business needs and offering subject matter expertise to support them in achieving their contact center objectives. Additionally, the CSM is responsible for KPI performance, contracts, and vendor relationship management for the hundreds of small independent businesses that provide services to Arise. Contact center/BPO experience at a manager level required.
Requirements
- Minimum 5 years related Operations Management work experience in Contact Center/ BPO required.
- 5+ years of experience in credit/debit card services operations
- Hands-on experience with disputes/chargebacks and/or fraud operations
- 3+ years leading frontline supervisors or team leads in a contact center or BPO environment
- Strong knowledge of Reg E, Reg Z, and PCI-DSS compliance requirements
- Proven experience managing KPIs including AHT, FCR, Quality, Service Level, CSAT, and productivity metrics
- Experience with workforce planning, shrinkage management, and capacity forecasting
- Demonstrated success improving performance through data analysis and root cause identification
- Knowledge of vendor management
- Strong Quality Assurance experience
- Bachelor’s degree or equivalent combination of education and/or work experience
- 24/7 client focus mentality. Flexible with schedule to attend clients’ needs
- Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
- Proficient in Microsoft applications with a strong emphasis on Word, Excel (Pivot tables and V-lookups), Outlook and Microsoft Project.
- A self-motivated and proactive team-player, working quickly and accurately under pressure and time constraints, with minimal supervision
- Desire to roll-up your sleeves and assist with any project
- Extreme attention to detail
- Passion for helping people achieve their goals
- Data driven decision maker
- Must possess excellent interpersonal, oral, and written communication skills.
- Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information
Responsibilities
- Managing vendor contract compliance
- Participating in new vendor implementation
- Ensuring that Arise achieves and exceeds all client metrics
- Program analysis and reporting through strong analytical reports to illustrate results and achievement of program metrics
- Overseeing goal setting, monitoring of program trends
- Participating in client meeting and calibration sessions on a daily/weekly basis
- Developing and implementing improvement action plans that can be offered to vendors
- Initial point of escalation on the program. Responsible for escalation tracking and resolution
- Budget management
- Coordinate with the Director, Customer Success to achieve client metrics
- Related duties as required
- Special projects as assigned by Senior Manager, Customer Success or Director, Customer Success
- Responsible for other reports, analysis or other duties as assigned
- Works independently to drive client program metrics
- Requires little supervision to successfully deliver the core responsibilities
Benefits
- Medical / Dental / Vision / Flex Spending Benefits through Cigna
- 401k, Retirement (40% match)
- Flexible Time Off Plan! Take ownership of your time, workload, and results
- Tuition Reimbursement ($4K / year)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
