VP, Customer Success – Remote

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Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

The Vice President, Customer Success is responsible for driving and optimizing operational metrics and financial outcomes inside a designated portfolio of clients with annual revenue responsibility of approximately $30M. The VP, Customer Success is responsible for owning and expanding existing client relationships, as well as developing strategic approaches for expanding the current portfolio of services offered to each client. The incumbent will report directly to a Vice President & General Manager, Customer Success while managing a team comprised of Director and Manager level reports.

Client Facing Responsibilities

• Responsible for operating the client relationship to deliver an outcome where the client recognizes Arise as the top performer.
  • Primary relationship will be with Vice President Level client contacts running the client program with an expectation to build secondary relationships with Director level client contacts
• Responsible for articulating how the Arise virtual customer contact services and business process outsourcing services will create high-value business results through superior virtual solutions.
• From personal contacts and research within the targeted verticals, identify targets where Arise can create the most value and penetrate the C-Suite of the targeted corporations. Develop tactical plans that clearly define objectives, goals, schedules and assignments to implement targeted opportunities.
• Develop sales process for partner calls and monitor results against plan. Evaluate wins and losses and make needed process or tactical changes.
• Work consultatively with the executive and technical teams, at multiple levels of the targeted businesses, to develop and close large volume, high value deals.
• Continuously develop newly acquired accounts into ever more important and substantial relationships, by championing those accounts within Arise and by constantly looking to find new ways that Arise can assist them.
• Mange over $30M in annual revenue
• Oversees the strategic management of the client portfolio anticipating when outcomes will not be met and leading team to perform deep analysis of root cause issues on client accounts
• Fully understands the expected financial outcomes of all client contracts and the actions required to deliver optimal outcomes
• Responsible for ensuring Call Volume & Gross Profit margin targets across the client portfolio are set and met
• Ensures that direct reports adhere to established processes for developing detailed Client Account Plans and client scorecard performance measures and takes action to deliver against the contract requirements
• Oversees the execution of weekly scorecard performance reviews and rolling this up to monthly and quarterly business reviews with each client

Interdependencies – Collaboration with Partner Teams

• Provides leadership in architecting the strategy that ensures delivery throughout the entire lifecycle:
  • Service Partner Marketing:
    • Responsible for leveraging Service Partner Marketing to develop a profile of the characteristics of a successful agent for each client application
    • Responsible for providing accurate forecasts in order to ensure the pipeline of agents meets the need for each client application
  • Learning Design & Delivery:
    • Responsible for providing accurate forecasts in order to ensure that the appropriate number of agents are certified to operate on each client application.
    • Responsible for ensuring the delivery of quality curriculum and instructional materials within budget to achieve top performance
  • Planning and Scheduling:
    • Responsible for providing accurate forecasts in order to ensure each client application is appropriately staffed at each interval
    • Responsible for ensuring service level agreements (SLAs) are being met and that the forecasting process optimizes both the client’s and Arise’s results
  • Customer Success Managers:
    • Responsible for architecting the strategy that will drive results through agents in achieving the contractual metrics for each client application.

Growth

• Operates the client relationship and delivers top performance in order to create the platform for the ask for new business within each client under your leadership.
• Supports the business development team in crafting new programs and value propositions

Qualifications

• Minimum of 10 years of experience working within a business process outsource organization operating multi-client contracts.
• Highly successful management consulting or BPO background, with demonstrable responsibility for combined sales of total solutions to large brand name companies.
• “All in one” Executive, with both high level strategic approach to accounts and hands-on tactical approach to communications, sales process, contracts, implementation, and service.
• Strong background in developing and managing high volume corporate relationships.
• Savvy and creative financial engineering and deal making skills.
• Proven experience of creatively structuring meaningful deals with a high degree of independence
• Understanding and passion for service – rather than product – model and total solution sale
• Must have ability to work independently in a fast-paced environment
• Must have 24/7 client engagement philosophy
• Must have the ability to manage upwards of $30M in annual revenue

Competitive Compensation and Benefits which include:

• Medical / Dental / Vision / Flex Spending Benefits through Cigna
• 401k, Retirement (35% match)
• Generous PTO and Holiday Plan! We also offer Volunteer Time Off (VTO)
• Tuition Reimbursement ($4K / year)
• Great Place to Work – Sun Sentinel 2015, 2016, 2017, 2018, 2019!

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

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

source https://www.jobsinmiramar.com/other-general/vp-customer-success-remote-22250d6/

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