Experienced Senior Customer Success Manager – Virtual Customer Experience Management and Business Partnership Development

At arenaflex, we're on a mission to revolutionize the way the world works by delivering innovative solutions and driving exceptional results. 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. Our commitment to excellence, empowerment, and making a positive impact has earned us recognition as a leader in the BPO industry. Now, we're seeking an experienced Senior Customer Success Manager to join our team of trailblazers and help us continue to push the boundaries of what's possible.

Our Core Values:

* Relentlessly Pursue Excellence

• Empower People & Partners
• Make a Difference
• No Boundaries
• Embrace Possibilities

Job Summary:

We're looking for a seasoned Senior Customer Success Manager to lead our client relationships and drive growth through exceptional service delivery. As a trusted advisor, you'll work closely with our clients to understand their needs and develop tailored solutions that meet their business objectives. Your expertise in contract and vendor management, combined with your ability to analyze data and drive results, will be instrumental in ensuring our clients achieve their desired outcomes.

Responsibilities:

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

• Demonstrate the value of the arenaflex platform in delivering high-value business results through superior virtual solutions
• Ensure compliance with client performance expectations for all vendors providing service on client programs
• Develop and maintain a detailed Monthly Action Plan to drive client satisfaction and growth
• Perform daily reviews of client scorecard performance and take action to ensure delivery against client contracts
• 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
• Author vendor statements of work, including service level exhibits
• Undertake financial and qualitative analysis, 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 assigned by the VPGM, VP, or Director, Customer Success

Interdependencies:

* Ensure vendor resources meet qualifications and performance expectations required to deliver contractual results for clients

• Ensure Learning delivers the correct business outcomes
• Ensure correct SLAs are being set and met, and that forecasting processes are optimizing both client and arenaflex outcomes
• Ensure 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 client meetings

Growth Opportunities:

* Assist the business development team in identifying new ways to garner more business or applications from clients

• 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
• 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

What We Offer:

* Competitive compensation and benefits package, including: + Medical / Dental / Vision / Flex Spending Benefits + 401k, Retirement (40% match) + Flexible Time Off program - take what you need + Tuition Reimbursement

• A dynamic and supportive work environment that fosters growth and development
• Opportunities to work with a diverse and talented team of professionals
• A commitment to diversity and inclusion, with equal opportunities for all

Why Join arenaflex?

When smart, creative, and passionate people come together, the results are astounding, and the opportunities are limitless. At arenaflex, we're dedicated to making a positive impact on the world, and we're looking for talented individuals like you to join our team. If you're passionate about delivering exceptional results, building strong relationships, and driving growth, we want to hear from you.

How to Apply:

If you're ready to take your career to the next level and join a team of trailblazers, apply now! Visit our website to submit your application and join our community of innovators and thought leaders. Apply Job! Apply for this job