[Hiring] Senior Manager, Customer Success @ARISE VIRTUAL SOLUTIONS, INC

Role Description

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.

• 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.

Deliver Excellent Results:

• 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.

Interdependencies:

• 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.
• 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.

Growth:

• 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.

Qualifications

• 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.

Requirements

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

Benefits

• Medical / Dental / Vision / Flex Spending Benefits.
• 401k, Retirement (40% match).
• Flexible Time Off program – take what you need.
• Tuition Reimbursement.