Job Description
At arenaflex, we're revolutionizing the way the world works by delivering powerful solutions and driving differentiated results. As a pioneer in virtual customer experience management, we've been connecting the world's biggest brands to the largest network of gig-economy Service Partners in the BPO industry. We're seeking a highly skilled and experienced
Senior Customer Success Manager to of trailblazers. About arenaflex arenaflex is a virtual customer experience management company that has been delivering services in the cloud through a network of tens of thousands of independent virtual customer service, sales, and technical support providers in the United States, Canada, and Europe.
Our mission is to change the way the world works by making a positive impact on the world we live in. We're committed to our core values of Relentlessly Pursuing Excellence, Empowering People & Partners, Making a Difference, No Boundaries, and Embracing Possibilities. Job Summary
The
Senior Customer Success Manager will be responsible for ensuring client satisfaction with the arenaflex platform to enable growth of assigned client relationships. They will become a trusted advisor and provide thought leadership to ensure that arenaflex is well-positioned as a critical business partner.
This role requires a strong understanding of the expected financial outcomes of the contract with the client and the ability to deliver high-value business results through superior virtual solutions. Responsibilities * Operate the client relationship, with a primary focus on Vendor Managers and secondary relationships with Director-level client contacts * Demonstrate the value of the arenaflex 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 by: + Fully understanding the 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 Managers, Customer Success + Performing related duties as required and special projects as assigned by VPGM, VP, or Director, Customer Success * Ensure that vendor resources meet qualifications and performance expectations required to deliver contractual results for the client * Collaborate with Business Analytics to evaluate results and prepare for the delivery of results before any client meeting is conducted * Assist the 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 Interdependencies * Ensure that vendor resources meet qualifications and performance expectations required to deliver contractual results for the client * Ensure that Learning delivers the correct business outcomes * Ensure that correct SLAs are being set and met and that * Ensure that the forecasting process is optimizing both the Client's and arenaflex's outcome * Ensure that the 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 Growth Opportunities * Achieve a deep understanding of the client's business and identify opportunities to deliver high-value business results through superior virtual solutions * Develop and maintain a network of key contacts within the client organization to ensure that arenaflex is well-positioned as a critical business partner * Collaborate with the business development team to identify new business opportunities and develop strategies to pursue them * Develop and maintain a deep understanding of the client's industry and market trends to ensure that arenaflex is well-positioned to deliver high-value business results 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 a 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?
When smart, creative, and passionate people get together, the results are astounding and the opportunities limitless. Achieve your potential at arenaflex. We're an equal opportunity employer and value diversity in our workplace. If you're a motivated and experienced
Senior Customer Success Manager looking for a new challenge, please apply to this role. We can't wait to hear from you!