Senior Customer Success Manager - Remote Opportunity to Drive Business Growth and Client Satisfaction with a Pioneer in Virtual Customer Experience Management

Transforming the World of Work with Arise: Join Our Trailblazing Team

At Arise, we're on a mission to revolutionize the way the world works by delivering innovative solutions that drive exceptional results and positively impact our global community. As a virtual customer experience management pioneer, we've been at the forefront of providing cloud-based services through our extensive network of independent virtual customer service, sales, and technical support professionals across the United States, Canada, and Europe. Backed by Warburg Pincus, one of the world's largest private equity firms, Arise is the work-from-home pioneer connecting top brands with the largest network of gig-economy service partners in the BPO industry.

Our Core Values: Guiding Principles for Success

We're driven by a set of core values that shape our culture and inform our decisions:

• 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 and partners to achieve their full potential.
• Make a Difference: We're dedicated to making a positive impact on the world around us.
• No Boundaries: We're a boundary-less organization that encourages collaboration and innovation.
• Embrace Possibilities: We're always looking for new opportunities and embracing the possibilities that come with them.

Job Overview: Senior Customer Success Manager

We're seeking an experienced Senior Customer Success Manager to join our team and drive client satisfaction with the Arise platform, enabling the growth of assigned client relationships. As a trusted advisor, you'll provide thought leadership to position Arise as a critical business partner and ensure the delivery of high-value business results through superior virtual solutions.

Key Responsibilities

• Operate client relationships, building primary relationships with Vendor Managers and secondary relationships with Director-level client contacts.
• Demonstrate the value of the Arise platform in driving business results and superior virtual solutions.
• Ensure compliance with client performance expectations and contractual agreements.
• Deliver excellent results by understanding financial outcomes, anticipating potential issues, and performing deep analysis of root cause problems.
• Develop and maintain a detailed Monthly Action Plan, performing daily reviews of client scorecard performance and taking action to ensure deliverables are met.
• Run weekly scorecard performance reviews and roll up to monthly and quarterly business reviews.
• Build and maintain constructive vendor relationships, facilitating the resolution of exceptions to agreed-upon performance.
• Manage vendor performance, including access to data, costs, cycle time, and quality through the establishment of controls, exception reporting, and regular auditing and performance reporting.
• Author vendor statements of work, including service level exhibits.
• Undertake financial and qualitative analysis, understanding core operations management variables and calculations.
• Drive compliance and quality management, mentoring and supervising Managers, Customer Success.
• Collaborate with Business Analytics to evaluate results and prepare for client meetings.
• Assist the business development team in identifying new opportunities and crafting new programs and value propositions.

Essential Qualifications

• Minimum of Bachelor's degree or equivalent experience.
• Prior BPO experience required.
• Ability to work independently in a fast-paced environment.
• 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).

Preferred Qualifications

• Sales or Account Management experience.
• Operational experience.

Skills and Competencies

• 24/7 client engagement philosophy.
• Professionalism and the ability to work well with others.
• Ability to maintain confidentiality of information.

Career Growth Opportunities and Learning Benefits

At Arise, we're committed to helping our team members grow and develop their skills. As a Senior Customer Success Manager, you'll have the opportunity to:

• Develop your leadership and management skills.
• Expand your knowledge of the BPO industry and virtual customer experience management.
• Collaborate with cross-functional teams to drive business results.

Work Environment and Company Culture

We're a remote-friendly organization that values flexibility and work-life balance. As a Senior Customer Success Manager, you'll be able to work from anywhere, at any time, as long as you have a stable internet connection. Our company culture is built on our core values, and we're committed to creating a positive and inclusive work environment.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Medical, Dental, Vision, and Flex Spending Benefits.
• 401k and Retirement plan with 40% match.
• Flexible Time Off program.
• Tuition Reimbursement.

Join Our Trailblazing Team

If you're a motivated and experienced professional looking to drive business growth and client satisfaction, we want to hear from you. As a Senior Customer Success Manager at Arise, you'll have the opportunity to make a real impact and be part of a team that's changing the world of work. Apply now and join our trailblazing team!