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).