Customer Success Manager

Role Overview

• Managing vendor contract compliance
• Participating in new vendor implementation
• Ensuring that Arise achieves and exceeds all client metrics
• Program analysis and reporting through strong analytical reports to illustrate results and achievement of program metrics
• Overseeing goal setting, monitoring of program trends
• Participating in client meeting and calibration sessions on a daily/weekly basis
• Developing and implementing improvement action plans that can be offered to vendors
• Initial point of escalation on the program
• Responsible for escalation tracking and resolution
• Budget management
• Coordinate with the Director, Customer Success to achieve client metrics
• Related duties as required

Requirements

• Minimum 5 years related Operations Management work experience in Contact Center/ BPO required
• Knowledge of vendor management
• Strong Quality Assurance experience
• Bachelor’s degree or equivalent combination of education and/or work experience
• Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
• Proficient in Microsoft applications with a strong emphasis on Word, Excel (Pivot tables and V-lookups), Outlook and Microsoft Project
• A self-motivated and proactive team-player, working quickly and accurately under pressure and time constraints, with minimal supervision
• Extreme attention to detail
• Data driven decision maker
• Must possess excellent interpersonal, oral, and written communication skills.

Benefits

• 24/7 client focus mentality
• Flexible with schedule to attend clients’ needs
• Professionalism and the ability to work well with others are extremely important
• Desire to roll-up your sleeves and assist with any project