Experienced Senior Customer Success Manager – Virtual Customer Experience Management

At arenaflex, we're on a mission to revolutionize the way the world works. As a pioneer in virtual customer experience management, we're dedicated to delivering powerful solutions and driving differentiated results while making a positive impact on the world we live in. Our innovative approach has earned us recognition as a leader in the industry, and we're now seeking an experienced Senior Customer Success Manager to join our team of trailblazers.

About arenaflex

arenaflex is a virtual customer experience management pioneer, 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. As a subsidiary of Warburg Pincus, one of the world's largest Private Equity Firms, arenaflex is the work-from-home pioneer connecting the world's biggest brands to the largest network of gig-economy Service Partners in the BPO industry.

Our Core Values

At arenaflex, we're guided by six core values that shape our culture and drive our success:

• Relentlessly Pursue Excellence: We strive for perfection in everything we do.
• Empower People & Partners: We believe in empowering our employees, partners, and customers to achieve their full potential.
• Make a Difference: We're committed to making a positive impact on the world we live in.
• No Boundaries: We're a global organization with no boundaries, and we celebrate our diversity.
• Embrace Possibilities: We're open to new ideas and possibilities, and we encourage innovation and creativity.
• Deliver Excellent Results: We're driven by a passion for delivering exceptional results and exceeding our customers' expectations.

Job Summary

As a Senior Customer Success Manager at arenaflex, you'll be responsible for ensuring client satisfaction with our platform and driving growth of assigned client relationships. You'll become a trusted advisor and thought leader, providing strategic guidance to ensure that arenaflex is well-positioned as a critical business partner.

Key Responsibilities

* Operate the client relationship: Develop and maintain strong relationships with client Vendor Managers and Director-level contacts.

• Demonstrate value creation: Show clients how the use of our platform will create high-value business results through superior virtual solutions.
• Ensure compliance: 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: Anticipate and analyze root cause issues on client accounts, ensuring that Gross Profit margin targets are met.
• Develop and maintain a detailed Monthly Action Plan: Perform daily reviews of client scorecard performance and take action to ensure delivery against the client contract.
• Manage vendor performance: Build and maintain constructive vendor relationships, facilitating resolution of exceptions to agreed-upon performance.
• Author vendor statements of work: Establish controls, exception reporting, and regular auditing and performance reporting of vendor adherence to key contract terms.
• Drive compliance and quality management: Mentor and supervise Managers, Customer Success, and undertake financial and qualitative analysis.
• Special projects: Perform related duties as required and participate in special projects assigned by the VPGM, VP, or Director, Customer Success.

Interdependencies

* Ensure vendor resources meet qualifications and performance expectations: Accountable for ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients.

• Ensure Learning delivers correct business outcomes: Accountable for ensuring that Learning delivers the correct business outcomes.
• Ensure correct SLAs are being set and met: Accountable for ensuring that correct Service Level Agreements (SLAs) are being set and met.
• Optimize forecasting process: Accountable for ensuring that the forecasting process is optimizing both the Client's and arenaflex's outcome.
• Review vendor level metrics and vendor rankings: Accountable for reviewing vendor level metrics and vendor rankings.
• Collaborate with Business Analytics: Collaborate with Business Analytics to evaluate results and prepare for the delivery of results before any Client meeting is conducted.

Growth Opportunities

* Assist business development team: Assist the business development team in identifying new ways that arenaflex can garner more business or more applications from clients.

• Support business development team: Support the business development team in crafting new programs and value propositions.
• Perform other duties: Perform other duties as assigned.

Qualifications

* Minimum of Bachelor's degree or equivalent experience: A minimum of a Bachelor's degree or equivalent experience is required.

• Prior BPO experience: Prior BPO experience is required.
• Ability to work independently: Ability to work independently in a fast-paced environment.
• Sales or Account Management experience: Sales or Account Management experience and Operational experience are preferred.
• Strong negotiating skills: Strong negotiating skills are required.
• Demonstrated leadership and decision-making skills: Demonstrated leadership and decision-making skills are required.
• Experience with contract and vendor management: Experience with contract and vendor management is required.
• Deep proficiency with reporting, data, and trend analysis: Deep proficiency with reporting, data, and trend analysis is a must.
• Three years of exempt level managerial experience: Three years of exempt level managerial experience and managing client relationships are required.
• Proficient in MS Office: Proficient in MS Office, with a strong focus on Excel 2007.
• 24/7 client engagement philosophy: Must have a 24/7 client engagement philosophy.
• Professionalism and ability to work well with others: 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: Comprehensive medical, dental, vision, and flex spending benefits.

• 401k, Retirement (40% match): A 401k retirement plan with a 40% match.
• Flexible Time Off program: A flexible time off program that allows you to take what you need.
• Tuition Reimbursement: Tuition reimbursement for continuing education and professional development.

Join the arenaflex Team

When smart, creative, and passionate people get together, the results are astounding and the opportunities limitless. Achieve your potential at arenaflex, a company that values diversity and is an equal opportunity employer (M/F/D/V). Apply Job! Apply for this job