**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? If so, we invite you to join our team of trailblazers at Arise, a virtual customer experience management pioneer that's changing the way the world works. **About Us** At Arise, we're on a mission to revolutionize the way businesses interact with their customers. Our innovative platform connects the world's biggest brands with a network of tens of thousands of independent virtual customer service, sales, and technical support providers in the United States, Canada, and Europe. As a pioneer in the gig-economy BPO industry, we're committed to empowering people and partners, making a positive impact on the world, and relentlessly pursuing excellence. **Our Core Values** * Relentlessly Pursue Excellence * Empower People & Partners * Make a Difference * No Boundaries * Embrace Possibilities **Job Summary** We're seeking an experienced Senior Customer Success Manager to join our team of customer experience experts. As a key member of our Customer Success organization, you'll be responsible for ensuring client satisfaction with the Arise platform, driving growth of assigned client relationships, and providing thought leadership to ensure that Arise is well-positioned as a critical business partner. **Responsibilities** As a Senior Customer Success Manager, you'll be responsible for: * Operating the client relationship, with a primary focus on Vendor Managers and secondary relationships with Director-level client contacts * Demonstrating the value of the Arise platform in creating high-value business results through superior virtual solutions * Ensuring compliance with client performance expectations for all vendors selected and contracted to provide service on client programs * Delivering excellent results, including: + Fully understanding expected financial outcomes of client contracts and taking action to deliver those outcomes + Anticipating and analyzing root cause issues on client accounts + Ensuring Gross Profit margin targets are met + Developing and maintaining a detailed Monthly Action Plan + Performing daily reviews of client scorecard performance and taking action to ensure delivery against client contracts + Running weekly scorecard performance reviews and rolling up to monthly and quarterly business reviews + Building and maintaining constructive vendor relationships and facilitating resolution of exceptions to agreed-upon performance + Managing vendor performance, including 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 + Authoring vendor statements of work, including service level exhibits + Undertaking financial and qualitative analysis and understanding core operations management variables and calculations, with a focus on quality and timeliness of delivery + Driving compliance and quality management + Mentoring and supervising Managers, Customer Success + Related duties as required + Special projects as assigned by VPGM, VP, or Director, Customer Success **Interdependencies** As a Senior Customer Success Manager, you'll be accountable for: * Ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients * Ensuring that Learning delivers the correct business outcomes * Ensuring correct SLAs are being set and met and that * Ensuring the forecasting process is optimizing both the Client's and Arise's outcome * Ensuring the correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests to be executed * Reviewing vendor-level metrics and vendor rankings * Collaborating with Business Analytics to evaluate results and prepare for the delivery of results before any Client meeting is conducted **Growth** As a Senior Customer Success Manager, you'll have opportunities to: * Assist the business development team in identifying new ways that Arise can garner more business or more applications from clients * Support the business development team in crafting new programs and value propositions * Perform other duties as assigned **Qualifications** To be successful in this role, you'll need: * A minimum of a 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 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 a 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 **Competitive Compensation and Benefits** We offer a comprehensive compensation and benefits package, including: * Medical / Dental / Vision / Flex Spending Benefits * 401k, Retirement (40% match) * Flexible Time Off program - take what you need * Tuition Reimbursement **Join Our Team** When smart, creative, and passionate people get together, the results are astounding and the opportunities limitless. Achieve your potential at Arise, a company that's changing the way the world works. **Diversity Creates a Healthier Atmosphere** We're an equal opportunity employer, committed to creating a diverse and inclusive workplace where everyone can thrive. **Apply Now** Ready to join our team of trailblazers? Apply now and take the first step towards an exciting new chapter in your career. Apply Job! Apply for this job