Experienced Senior Customer Success Manager – Virtual Customer Experience Management

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further! arenaflex, a pioneer in virtual customer experience management, is seeking an experienced Senior Customer Success Manager to join our team of trailblazers.

About arenaflex

arenaflex is a leading provider of virtual customer experience management solutions, connecting the world's biggest brands to a network of independent service providers in the United States, Canada, and Europe. Our mission is to change the way the world works by delivering powerful solutions and driving differentiated results while making a positive impact on the world we live in. With a strong focus on innovation, customer satisfaction, and employee empowerment, we're committed to creating a better future for our clients, customers, and communities.

Our Core Values

At arenaflex, we're guided by six core values that shape our culture and inform our decision-making: 1. Relentlessly Pursue Excellence: We strive for excellence in everything we do, from delivering exceptional customer experiences to fostering a culture of innovation and continuous improvement. 2. Empower People & Partners: We believe in empowering our employees, customers, and partners to achieve their full potential and make a meaningful impact. 3. Make a Difference: We're committed to making a positive difference in the world by delivering solutions that drive real results and create value for our clients and customers. 4. No Boundaries: We're a global organization with a global mindset, embracing diversity and inclusivity in all aspects of our business. 5. Embrace Possibilities: We're a company that thrives on creativity, innovation, and experimentation, always seeking new ways to push the boundaries of what's possible. 6. Empower People & Partners: We believe in empowering our employees, customers, and partners to achieve their full potential and make a meaningful impact.

Job Summary

As a Senior Customer Success Manager at arenaflex, you'll be responsible for ensuring client satisfaction with our platform, driving growth of assigned client relationships, and becoming a trusted advisor to our clients. You'll work closely with our business development team to identify new opportunities and craft innovative solutions that meet our clients' evolving needs.

Responsibilities

* Operate the client relationship, building strong relationships with Vendor Managers and Director-level client contacts

• Demonstrate the value of our 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
• Deliver excellent results, including:

+ Fully understanding expected financial outcomes of the contract with the client and taking action to deliver those outcomes + Anticipating when outcomes will not be met and performing deep analysis of root cause issues on client accounts + Ensuring Gross Profit margin targets are met + Developing and maintaining a detailed Monthly Action Plan + Performing daily reviews of client scorecard performance and taking action to ensure delivery against the client contract + Running weekly scorecard performance reviews and rolling this up to monthly and quarterly business reviews + 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 of vendor adherence to key contract terms + 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 + 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 and that
• 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

* Assist business development team in identifying new ways that arenaflex 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

Why Join arenaflex?

* We're a company that values innovation, creativity, and experimentation, always seeking new ways to push the boundaries of what's possible.

• We're a global organization with a global mindset, embracing diversity and inclusivity in all aspects of our business.
• We're committed to making a positive difference in the world by delivering solutions that drive real results and create value for our clients and customers.
• We offer a competitive compensation and benefits package, including medical, dental, vision, and flex spending benefits, 401k with 40% match, flexible time off, and tuition reimbursement.

Ready to Join the arenaflex Team?

If you're a seasoned professional with a passion for delivering exceptional customer experiences, we want to hear from you! Apply now to join our team of trailblazers and be a part of a company that's changing the way the world works. Apply To This Job Apply for this job