**Join the Pioneers of the Gig-Economy Revolution** Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving business growth? Do you thrive in a fast-paced, dynamic environment where innovation and creativity are encouraged? Look no further! Arise, a virtual customer experience management pioneer, is seeking an experienced Senior Customer Success Manager to join our trailblazing team. **About Us** At Arise, we're on a mission to change the way the world works. We're a pioneer in the gig-economy revolution, connecting the world's biggest brands to a network of tens of thousands of independent virtual customer service, sales, and technical support providers in the United States, Canada, and Europe. Our cutting-edge platform enables businesses to deliver exceptional customer experiences while making a positive impact on the world. **Our Core Values** * **Relentlessly Pursue Excellence**: We strive for perfection in everything we do. * **Empower People & Partners**: We believe in the power of collaboration and mutual growth. * **Make a Difference**: We're committed to making a positive impact on the world. * **No Boundaries**: We're a global organization with a global mindset. * **Embrace Possibilities**: We're always open to new ideas and opportunities. **Job Summary** As a Senior Customer Success Manager, you'll be responsible for ensuring client satisfaction with the Arise platform, driving growth of assigned client relationships, and becoming a trusted advisor to our clients. You'll work closely with our clients to understand their business needs and develop tailored solutions to meet those needs. Your expertise will be essential in building strong relationships with our clients and vendors, ensuring compliance with client performance expectations, and driving business results. **Key Responsibilities** * Operate the client relationship, building strong relationships with Vendor Managers and Director-level client contacts. * Demonstrate the value of the Arise platform in creating high-value business results through superior virtual solutions. * Determine compliance to client performance expectations of all vendors that have selected and entered into a contractual agreement to provide service on client programs. * Develop and maintain a detailed Monthly Action Plan to ensure delivery of client contract outcomes. * Perform daily reviews of client scorecard performance and take action to ensure delivery against the client contract. * Run weekly scorecard performance reviews and roll up to monthly and quarterly business reviews. * Build and maintain constructive vendor relationships, facilitating 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 of vendor adherence to key contract terms. * Author 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. * Mentor and supervise Managers, Customer Success. * Perform related duties as required. * Participate in special projects as assigned by VPGM, VP, or Director, Customer Success. **Interdependencies** * Ensure that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients. * Ensure that Learning delivers the correct business outcomes. * Ensure that correct SLAs are being set and met and that forecasting process is optimizing both the Client's and Arise's outcome. * Ensure that correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests to be executed. * Review vendor-level metrics and vendor rankings. * Collaborate with Business Analytics to evaluate results and prepare for the delivery of results before any Client meeting is conducted. **Growth Opportunities** * Assist the business development team in identifying new ways that Arise can garner more business or more applications from the client. * Support the business development team in crafting new programs and value propositions. * Perform other duties as assigned. **Qualifications** * 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 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. **Competitive Compensation and Benefits** * Medical / Dental / Vision / Flex Spending Benefits. * 401k, Retirement (40% match). * Flexible Time Off program - take what you need. * Tuition Reimbursement. **Join the Arise Team** When smart, creative, and passionate people get together, the results are astounding, and the opportunities limitless. Achieve your potential at Arise. We're an equal opportunity employer and welcome diversity in our workplace. **Apply Now** Ready to join the pioneers of the gig-economy revolution? Apply now and take the first step towards an exciting new career with Arise. Apply Job! Apply for this job