Offer summary

Qualifications:

Bachelor’s degree required, graduate degree a plus., 5-7 years of managerial experience in a BPO environment., Experience managing client relationships and PNL., Proficiency in MS Office and ability to work independently..

Key responsibilities:

Manage client accounts to ensure contractual outcomes are met.

Build and maintain relationships with client managers and VPs.

Develop strategies to grow existing client relationships and expand service offerings.

Lead and develop a high-performing team aligned with company values.

Job description

Arise Virtual Solutions has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Innovations in dynamic scheduling can deliver up to 200% intraday flex so Brands can be there for their customers. Highly innovative

virtual learning programs keep Brands aware of customers’ needs so they offer new solutions that grow share of wallet and increase revenue. Service Partners select brands they love and deliver empathetic, personal care that creates enduring relationships, keeping Brands essential and growing. Arise is using the most innovative technology in the BPO industry to transform CXM for Brands and their customers.

The Customer Success Director is a CX leader responsible for delivering client and Arise expected outcomes for assigned portfolio of clients with annual revenue responsibility of approximately $15M. The Director, Customer Success will be responsible for fostering relationships with our clients and demonstrating thought leadership to support their customer journey while growing existing client relationships through expanded service offerings. The Director, Customer Success is also responsible for the development of their team with a focus on building a world class, high performing team that fosters a culture of excellence supporting Arise’s Vision and Values.

Responsibilities

Client Facing Responsibilities:

Responsible for operating customer account to deliver an outcome where the client recognizes that Arise is exceeding the agreed upon contractual outcomes
Primary relationship will be with Managers/Directors running the client program with an expectation to build secondary relationship with VP level client contacts
Responsible for articulating how the Arise contract will create high-value business through superior virtual solutions

Results Delivery:

Fully understands the expected outcomes of the contract and what actions are required to deliver those outcomes
Solutions focused with a high understanding of the push-pull for key KPIS
Anticipates when outcomes will not be met, works with team to perform deep analysis of root cause and corrective action to rectify issues on client accounts
Accountable for ensuring financial targets are met
Accountable for maintaining accurate financial forecasts across customer base that enable appropriate corporate decisions
Develops and maintains a detailed Client Account Plan, reviews client scorecard performance and takes action to deliver against the contract
Accountable for ensuring flawless execution of weekly scorecard performance reviews and rolling this up to monthly and quarterly business reviews.
Stays abreast of key industry trends to ensure thought leadership is demonstrated to clients

Interdependencies - collaborates daily with all aspects of the Shared Services group:

Strategic Sourcing and Admissions: Accountable for ensuring that we have the correct Service Partner and Performance Facilitator (PF) qualifications and performance expectations required to deliver the value edge
Learning Design & Delivery: Accountable for ensuring that the certification delivers the correct business outcomes
Planning and Scheduling: Accountable for ensuring correct SLAs are being set and met and that the forecasting process is optimizing both the client’s and Arise’s outcome
Real Time Adherence: Accountable for ensuring the correct parameters are in place for real time levers such as Urgent Service and Convenience Leave requests to be executed
Customer Success Manager: Accountable for reviewing Service Partner level metrics and Service Partner rankings
Collaborates with Business Analytics to evaluate results and prepare for the delivery of the results message before any client meeting is conducted

Growth:

Assists business development team in identifying new ways that Arise can garner more business or more applications from the client
Supports the business development team in crafting new programs and value propositions
Performs other duties as assigned

Qualifications / Expectations

Must have ability to work independently in a fast-paced environment
Must have 24/7 client engagement philosophy
Bachelor’s degree required, graduate degree a plus
5-7 years of exempt level managerial experience in a BPO, managing client relationships
Experience managing PNL
Proven experience managing relationships with client and growing companies footprint.
Knowledge of local laws, price points and labor market trends
Proficient in MS Office
This position requires some travel

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.

Achieve your potential at Arise.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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