Sr. Manager, Customer Success

ARISE VIRTUAL SOLUTIONS, INC

5h•Remote

About The Position

Arise was founded on a simple but incredibly powerful mission: To change the way the world works. We continuously deliver powerful solutions and drive differentiated results, while making a positive impact on the world we live in. Recognized as a virtual customer experience management pioneer, Arise 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. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer connecting the world’s biggest brands to the largest network of gig-economy Service Partners in the BPO industry. Come join our team of trailblazers! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities The Sr. Customer Success Manager will be responsible for ensuring client satisfaction with the Arise platform to enable growth of assigned client relationships. They will also become a trusted advisor and provide thought leadership to ensure that Arise is well positioned as a critical business partner.

Requirements

Minimum of Bachelor’s degree or equivalent experience
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 is a must
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 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

Nice To Haves

3–5+ years in credit/debit card servicing
3+ years leading operations within a BPO environment
Demonstrated ownership of KPIs, SLA governance & P&L
Experience managing remote teams

Responsibilities

Responsible for operating the client relationship
Primary relationship will be with Vendor Managers running the client program with an expectation to build secondary relationships with Director level client contacts
Responsible for demonstrating how use of the Arise platform will create high-value business results through superior virtual solutions
Responsible for determining compliance to client performance expectations of all vendors that have selected and entered into a contractual agreement to provide service on client program
Fully understands the expected financial outcomes of the contract with the client and what actions are required to deliver those outcomes
Anticipates when outcomes will not be met and performs deep analysis of root cause issues on client accounts
Accountable for ensuring Gross Profit margin targets are met
Develops and maintains a detailed Monthly Action Plan
Performs daily reviews of client scorecard performance and takes action to ensure deliver against the client contract
Accountable for running weekly scorecard performance reviews and rolling this up to monthly and quarterly business reviews
Building and maintaining constructive vendor relationships, and facilitate resolution of exceptions to agreed-upon performance
Manage vendor performance to include 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
Responsible for authoring vendor statements of work, including service level exhibits.
Undertake financial and qualitative analysis and understanding core operations management variables and calculations, with a focus on quality and timeliness of delivery
Drive compliance and quality management
Mentoring and supervising of the Managers, Customer Success
Related duties as required
Special projects as assigned by VPGM, VP or Director, Customer Success
Accountable for ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for client
Accountable for ensuring that Learning delivers the correct business outcomes
Accountable for ensuring correct SLAs are being set and met and that
Accountable for ensuring the forecasting process is optimizing both the Client’s and Arise’s outcome
Accountable for ensuring the correct parameters are in place for real time levers such as Urgent Service and Convenience Leave requests to be executed
Accountable for reviewing vendor level metrics and vendor rankings
Collaborates with Business Analytics to evaluate results and prepare for the delivery of the results before any Client meeting is conducted
Assists business development team in identifying new ways that Arise can garner more business or more applications from the client
Supports the business development team in crafting new programs and value propositions
Performs other duties as assigned