Introduction to arenaflex
arenaflex is a pioneering force in the virtual customer experience management industry, driven by a powerful mission to change the way the world works. With a strong foundation in delivering innovative solutions and driving differentiated results, we make a positive impact on the world we live in. As a recognized leader in cloud-based services, arenaflex connects the world's biggest brands to a vast network of independent virtual customer service, sales, and technical support providers across the United States, Canada, and Europe. Backed by one of the world's largest Private Equity Firms, arenaflex is at the forefront of the work-from-home revolution, empowering a gig-economy of Service Partners in the BPO industry.
Our Core Values
At arenaflex, we are guided by a set of core values that shape our culture and approach to business. These values include:
- Relentlessly Pursue Excellence: We strive for exceptional performance in everything we do.
- Empower People & Partners: We believe in empowering our people and partners to achieve their full potential.
- Make a Difference: We are committed to making a positive impact on the world we live in.
- No Boundaries: We embrace a boundaryless approach to innovation and growth.
- Embrace Possibilities: We are open to new ideas and possibilities, and we encourage experimentation and learning.
Job Overview
We are seeking an experienced Senior Customer Success Manager to join our team of trailblazers. As a Senior Customer Success Manager at arenaflex, you will be responsible for ensuring client satisfaction with our platform, enabling growth of assigned client relationships, and providing thought leadership to position arenaflex as a critical business partner. This is a remote opportunity, offering the flexibility to work from anywhere and collaborate with our global team.
Key Responsibilities
The Senior Customer Success Manager will be accountable for:
- Operating and managing client relationships, with a primary focus on Vendor Managers and secondary relationships with Director-level client contacts.
- Demonstrating the value of the arenaflex platform in delivering high-value business results through superior virtual solutions.
- Ensuring compliance with client performance expectations and contractual agreements.
- Developing and maintaining detailed Monthly Action Plans to drive client success and growth.
- Performing daily reviews of client scorecard performance and taking action to ensure delivery against client contracts.
- 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.
- 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, and mentoring and supervising Customer Success Managers.
Interdependencies
The Senior Customer Success Manager will work closely with various stakeholders, including:
- Vendor resources to ensure qualifications and performance expectations are met.
- Learning teams to deliver correct business outcomes.
- Business Analytics to evaluate results and prepare for client meetings.
- Business development teams to identify new business opportunities and craft new programs and value propositions.
Growth and Development
At arenaflex, we are committed to the growth and development of our people. As a Senior Customer Success Manager, you will have opportunities to:
- Assist the business development team in identifying new ways to garner more business or applications from clients.
- Support the business development team in crafting new programs and value propositions.
- Develop your skills and expertise through training, mentoring, and coaching.
- Take on new challenges and responsibilities as you grow in your role.
Qualifications
To be successful in this role, you will need:
- A minimum of a Bachelor's degree or equivalent experience.
- Prior BPO experience, with a strong understanding of the industry and its challenges.
- Ability to work independently in a fast-paced environment, with a strong focus on results and delivery.
- Sales or Account Management experience, with operational experience preferred.
- Strong negotiating skills, with the ability to build and maintain relationships with clients and vendors.
- Demonstrated leadership and decision-making skills, with experience in managing client relationships and teams.
- Experience with contract and vendor management, with a deep understanding of reporting, data, and trend analysis.
- Proficiency in MS Office, with expert-level skills in Excel.
- A 24/7 client engagement philosophy, with the ability to work flexibly and respond to client needs.
- Professionalism, integrity, and the ability to maintain confidentiality of information.
What We Offer
At arenaflex, we offer a competitive compensation and benefits package, including:
- Medical, Dental, Vision, and Flex Spending Benefits.
- 401k and Retirement benefits, with a 40% match.
- Flexible Time Off program, with the ability to take what you need.
- Tuition Reimbursement, to support your ongoing learning and development.
Conclusion
If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to creating a diverse and inclusive work environment, where everyone has the opportunity to thrive and grow. Join our team of trailblazers and achieve your potential at arenaflex.
arenaflex is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives.
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