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? If so, we invite you to join arenaflex, a pioneering virtual customer experience management company, as our Sr. Customer Success Manager.
At arenaflex, we're on a mission to revolutionize the way the world works. Our cutting-edge solutions and dedication to delivering differentiated results have earned us recognition as a leader in the industry. As a Sr. Customer Success Manager, you'll play a critical role in ensuring client satisfaction and driving growth for assigned client relationships. You'll become a trusted advisor, providing thought leadership and strategic guidance to ensure arenaflex is well-positioned as a critical business partner.
**About arenaflex**
arenaflex is a trailblazer in the virtual customer experience management space, connecting the world's biggest brands to a network of gig-economy Service Partners. Our core values – Relentlessly Pursue Excellence, Empower People & Partners, Make a Difference, No Boundaries, and Embrace Possibilities – guide everything we do. We're a company that values innovation, collaboration, and making a positive impact on the world.
**Responsibilities**
As a Sr. Customer Success Manager, you'll be responsible for:
* Operating the client relationship, building strong partnerships with Vendor Managers and Director-level client contacts
* Demonstrating the value of the arenaflex platform in creating high-value business results through superior virtual solutions
* Ensuring compliance to client performance expectations of all vendors that have selected and entered into a contractual agreement to provide service on client programs
* Delivering excellent results, including:
+ Fully understanding expected financial outcomes of the contract with the client and taking action to deliver those outcomes
+ Anticipating and analyzing 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 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
+ Related duties as required
+ Special projects as assigned by VPGM, VP, or Director, Customer Success
**Interdependencies**
As a Sr. Customer Success Manager, you'll be accountable for:
* Ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for clients
* Ensuring that Learning delivers the correct business outcomes
* Ensuring correct SLAs are being set and met and that
* Ensuring the forecasting process is optimizing both the Client's and arenaflex's outcome
* Ensuring the correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests to be executed
* Reviewing vendor-level metrics and vendor rankings
* Collaborating with Business Analytics to evaluate results and prepare for the delivery of results before any Client meeting is conducted
**Growth Opportunities**
As a Sr. Customer Success Manager, you'll have the opportunity to:
* Assist the business development team in identifying new ways that arenaflex can garner more business or more applications from clients
* Support the business development team in crafting new programs and value propositions
* Perform other duties as assigned
**Qualifications**
To be successful in this role, you'll need:
* A minimum of a 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
**Competitive Compensation and Benefits**
As a valued member of the arenaflex team, you'll enjoy:
* Medical / Dental / Vision / Flex Spending Benefits
* 401k, Retirement (40% match)
* Flexible Time Off program - take what you need
* Tuition Reimbursement
**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 innovation, collaboration, and making a positive impact on the world.
**Diversity Creates a Healthier Atmosphere**
arenaflex is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We welcome applications from all qualified candidates.
**Ready for an Easy Start?**
This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now and take the first step towards an exciting career at arenaflex.