Senior Customer Success Manager - Remote - Client Relationship Expert & Strategic Advisor - Business Growth & Excellence
Join the Team That's Changing the Way the World Works
At Arise, we're on a mission to revolutionize the way businesses operate and interact with their customers. As a pioneer in virtual customer experience management, we've built a network of tens of thousands of independent service providers across the United States, Canada, and Europe. Owned by Warburg Pincus, one of the world's largest Private Equity Firms, we're a leader in the BPO industry, connecting the world's biggest brands to the largest network of gig-economy Service Partners.Our Culture & Values
We're a team of trailblazers, and our core values drive everything we do:- 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, partners, and clients to achieve their full potential.
- Make a Difference: We're dedicated to making a positive impact on the world around us.
- No Boundaries: We operate without limits, embracing new ideas and possibilities.
- Embrace Possibilities: We're open to new opportunities and challenges, and we're excited to see what the future holds.
Job Summary
We're seeking an experienced Senior Customer Success Manager to join our team remotely. As a Sr. Customer Success Manager, you'll be responsible for ensuring client satisfaction with the Arise platform, driving growth, and providing thought leadership to position Arise as a critical business partner. You'll work closely with Vendor Managers, Director-level client contacts, and other stakeholders to deliver high-value business results through superior virtual solutions.Key Responsibilities
As a Sr. Customer Success Manager, your primary responsibilities will include:- Operating and managing client relationships, with a focus on building trust and delivering exceptional results.
- Demonstrating how the Arise platform can create high-value business results through virtual solutions.
- Determining compliance with client performance expectations and ensuring vendors meet contractual agreements.
- Analyzing root cause issues, identifying areas for improvement, and implementing corrective actions.
- Managing vendor performance, including data access, costs, cycle time, and quality.
- Authoring vendor statements of work, service level exhibits, and other contractual documents.
- Undertaking financial and qualitative analysis to understand core operations management variables and calculations.
- Mentoring and supervising Customer Success Managers.
- Collaborating with Business Analytics to evaluate results and prepare for client meetings.
Interdependencies
As a Sr. Customer Success Manager, you'll be accountable for ensuring:- Vendor resources meet qualifications and performance expectations.
- Learning delivers the correct business outcomes.
- Correct SLAs are set and met.
- The forecasting process optimizes both client and Arise outcomes.
- Correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests.
Growth & Development
As a Sr. Customer Success Manager, you'll also be responsible for:- Assisting the business development team in identifying new ways to garner more business or applications from clients.
- Supporting the business development team in crafting new programs and value propositions.
- Performing 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.
- 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 (expert-level with Excel 2007).
- 24/7 client engagement philosophy.
- Professionalism and the ability to work well with others.
What We Offer
At Arise, we offer a competitive compensation package, including:- Medical, Dental, Vision, and Flex Spending Benefits.
- 401k, Retirement (40% match).
- Flexible Time Off program - take what you need.
Why Join Us?
When smart, creative, and passionate people come together, the results are astounding, and the opportunities are limitless. At Arise, you'll have the chance to:- Make a meaningful impact on the world.
- Work with a team of trailblazers.
- Grow and develop your skills.
- Enjoy a flexible and supportive work environment.