**Experienced Senior Customer Success Manager – Virtual Customer Experience Management**

Join arenaflex, a pioneering virtual customer experience management company, as we continue to revolutionize the way the world works. Our mission is to deliver powerful solutions and drive differentiated results while making a positive impact on the world we live in. As a Senior Customer Success Manager at arenaflex, you will play a critical role in ensuring client satisfaction and growth of assigned client relationships. If you are a results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex was founded on a simple yet powerful mission: to change the way the world works. We have been recognized as 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. Owned by 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 live by six core values that guide our actions and decisions: * **Relentlessly Pursue Excellence**: We strive for excellence in everything we do, always seeking ways to improve and innovate. * **Empower People & Partners**: We believe in empowering our employees, partners, and clients to achieve their full potential. * **Make a Difference**: We are committed to making a positive impact on the world we live in. * **No Boundaries**: We are a global company with no boundaries, and we celebrate diversity and inclusion. * **Embrace Possibilities**: We are open to new ideas and possibilities, always seeking to explore and innovate. * **Collaborate & Communicate**: We believe in the power of collaboration and communication to achieve our goals. **Job Summary** As a Senior Customer Success Manager at arenaflex, you will be responsible for ensuring client satisfaction and growth of assigned client relationships. You will become a trusted advisor and thought leader, providing guidance and support to clients to ensure they achieve their business objectives. You will work closely with our business development team to identify new opportunities and develop new programs and value propositions. **Responsibilities** The following are the key responsibilities of the Senior Customer Success Manager role: * **Operate the client relationship**: You will be the primary point of contact for clients, responsible for building and maintaining strong relationships and ensuring client satisfaction. * **Demonstrate value creation**: You will work with clients to understand their business objectives and develop strategies to achieve those objectives through the use of the arenaflex platform. * **Ensure compliance**: You will be responsible for ensuring that all vendors selected and contracted to provide service on client programs meet the required performance expectations. * **Deliver excellent results**: You will be accountable for ensuring that client contracts are met, including financial outcomes, gross profit margin targets, and other key performance indicators. * **Develop and maintain a monthly action plan**: You will work with clients to develop and maintain a detailed monthly action plan to ensure that client objectives are met. * **Perform daily reviews of client scorecard performance**: You will review client scorecard performance on a daily basis and take action to ensure that client objectives are met. * **Manage vendor performance**: You will be responsible for 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. * **Author vendor statements of work**: You will be responsible for authoring vendor statements of work, including service level exhibits. * **Undertake financial and qualitative analysis**: You will be responsible for undertaking financial and qualitative analysis to understand core operations management variables and calculations, with a focus on quality and timeliness of delivery. * **Drive compliance and quality management**: You will be responsible for driving compliance and quality management, including mentoring and supervising of Managers, Customer Success. * **Related duties as required**: You will be required to perform other duties as assigned by the VPGM, VP, or Director, Customer Success. **Interdependencies** The following are the key interdependencies of the Senior Customer Success Manager role: * **Ensure vendor resources meet qualifications and performance expectations**: You will be accountable for ensuring that vendor resources meet the required qualifications and performance expectations to deliver contractual results for clients. * **Ensure Learning delivers the correct business outcomes**: You will be accountable for ensuring that Learning delivers the correct business outcomes for clients. * **Ensure correct SLAs are being set and met**: You will be accountable for ensuring that correct Service Level Agreements (SLAs) are being set and met for clients. * **Ensure forecasting process is optimizing both client and arenaflex outcomes**: You will be accountable for ensuring that the forecasting process is optimizing both client and arenaflex outcomes. * **Ensure correct parameters are in place for real-time levers**: You will be accountable for ensuring that correct parameters are in place for real-time levers such as Urgent Service and Convenience Leave requests. * **Review vendor level metrics and vendor rankings**: You will be accountable for reviewing vendor level metrics and vendor rankings. * **Collaborate with Business Analytics**: You will collaborate with Business Analytics to evaluate results and prepare for the delivery of results before any client meeting is conducted. **Growth Opportunities** As a Senior Customer Success Manager at arenaflex, you will have opportunities to grow and develop your career. You will work closely with our business development team to identify new opportunities and develop new programs and value propositions. You will also have the opportunity to mentor and supervise Managers, Customer Success. **Qualifications** The following are the key qualifications for the Senior Customer Success Manager role: * **Minimum of Bachelor's degree or equivalent experience**: You must have a minimum of a Bachelor's degree or equivalent experience. * **Prior BPO experience required**: You must have prior BPO experience. * **Ability to work independently in a fast-paced environment**: You must be able to work independently in a fast-paced environment. * **Sales or Account Management experience and Operational experience preferred**: You must have sales or account management experience and operational experience. * **Strong negotiating skills**: You must have strong negotiating skills. * **Demonstrated leadership and decision-making skills**: You must have demonstrated leadership and decision-making skills. * **Experience with contract and vendor management**: You must have experience with contract and vendor management. * **Deep proficiency with reporting, data, and trend analysis**: You must have deep proficiency with reporting, data, and trend analysis. * **Three years of exempt level managerial experience and managing client relationships**: You must have three years of exempt level managerial experience and managing client relationships. * **Proficient in MS Office (must be close to expert level with Excel 2007)**: You must be proficient in MS Office, with a strong focus on Excel 2007. * **This position may require some light travel from time to time**: You may be required to travel occasionally for work. * **Must have 24/7 client engagement philosophy**: You must have a 24/7 client engagement philosophy. * **Professionalism and the ability to work well with others are extremely important**: You must be a professional with excellent communication and interpersonal skills. **Competitive Compensation and Benefits** arenaflex offers a competitive compensation and benefits package, including: * **Medical / Dental / Vision / Flex Spending Benefits**: We offer comprehensive medical, dental, and vision benefits, as well as a flexible spending account. * **401k, Retirement (40% match)**: We offer a 401k retirement plan with a 40% match. * **Flexible Time Off program - take what you need**: We offer a flexible time off program that allows you to take the time you need. * **Tuition Reimbursement**: We offer tuition reimbursement to help you further your education. * **Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V**: We are an equal opportunity employer and value diversity in the workplace. **How to Apply** If you are a results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job