Introduction to Arise
Imagine being part of a pioneering organization that is revolutionizing the way the world works. At Arise, we are driven by a powerful mission to deliver innovative solutions, drive differentiated results, and make a positive impact on the world. As a recognized leader in virtual customer experience management, we have been at the forefront of delivering cloud-based services through a vast network of independent virtual customer service, sales, and technical support providers 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 that connects the world's biggest brands to the largest network of gig-economy Service Partners in the BPO industry.
Our Core Values
At Arise, 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 and continuous improvement in everything we do.
- Empower People & Partners: We believe in empowering our people and partners to achieve their full potential and make a meaningful impact.
- Make a Difference: We are committed to making a positive difference in the world and driving social responsibility.
- No Boundaries: We embrace a culture of innovation and creativity, where boundaries are pushed and new possibilities are explored.
- Embrace Possibilities: We are open to new ideas, perspectives, and opportunities, and we encourage our people to think differently and explore new horizons.
Job Overview
We are seeking an experienced Senior Customer Success Manager to join our team of trailblazers. As a Senior Customer Success Manager, you will be responsible for ensuring client satisfaction with the Arise platform, enabling growth of assigned client relationships, and providing thought leadership to position Arise as a critical business partner. This is a remote opportunity that offers the flexibility to work from anywhere, while being part of a dynamic and innovative team.
Key Responsibilities
As a Senior Customer Success Manager, your key responsibilities will include:
- Operating the client relationship: You will be the primary point of contact for vendor managers running the client program, with an expectation to build secondary relationships with director-level client contacts.
- Demonstrating platform value: You will be responsible for demonstrating how the use of the Arise platform will create high-value business results through superior virtual solutions.
- Ensuring compliance: You will be accountable for determining compliance to client performance expectations of all vendors that have selected and entered into a contractual agreement to provide service on the client program.
- Delivering excellent results: You will be responsible for fully understanding the expected financial outcomes of the contract with the client, anticipating when outcomes will not be met, and performing deep analysis of root cause issues on client accounts.
- Accountable for Gross Profit margin targets: You will be accountable for ensuring that Gross Profit margin targets are met, and you will develop and maintain a detailed Monthly Action Plan to achieve this goal.
- Performing daily reviews: You will perform daily reviews of client scorecard performance and take action to ensure delivery against the client contract.
- Building vendor relationships: You will be responsible for building and maintaining constructive vendor relationships, facilitating resolution of exceptions to agreed-upon performance, and managing vendor performance to include access to data, costs, cycle time, and quality.
- Mentoring and supervising: You will be responsible for mentoring and supervising Managers, Customer Success, and related duties as required.
Interdependencies
As a Senior Customer Success Manager, you will be accountable for ensuring that:
- Vendor resources meet qualifications and performance expectations: You will be responsible for ensuring that vendor resources meet the qualifications and performance expectations required to deliver contractual results for the client.
- Learning delivers correct business outcomes: You will be accountable for ensuring that Learning delivers the correct business outcomes.
- SLAs are set and met: You will be responsible for ensuring that correct SLAs are being set and met.
- Forecasting process is optimized: You will be accountable for ensuring that the forecasting process is optimizing both the Client's and Arise's outcome.
- Parameters are in place for real-time levers: You will be responsible for ensuring that the correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests to be executed.
Growth and Development
At Arise, we are committed to the growth and development of our people. As a Senior Customer Success Manager, you will have the opportunity to:
- Assist in identifying new business opportunities: You will assist the business development team in identifying new ways that Arise can garner more business or more applications from the client.
- Support the development of new programs and value propositions: You will support the business development team in crafting new programs and value propositions.
- Perform other duties as assigned: You will be responsible for performing other duties as assigned by the VPGM, VP, or Director, Customer Success.
Qualifications and Requirements
To be successful in this role, you will need:
- Minimum of 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)
- Ability to travel occasionally
- 24/7 client engagement philosophy
- Professionalism and ability to work well with others
- Ability to maintain confidentiality of information
What We Offer
At Arise, we offer a competitive compensation and benefits package that includes:
- Medical / Dental / Vision / Flex Spending Benefits
- 401k, Retirement (40% match)
- Flexible Time Off program - take what you need
- Tuition Reimbursement
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 Arise, we believe that when smart, creative, and passionate people get together, the results are astounding, and the opportunities are limitless. Join our team of trailblazers and achieve your potential at Arise. We are an equal opportunity employer, and we welcome applications from diverse candidates.
Apply Now