Client Results Manager Arise
Founded in 1997, Arise Virtual Solutions Inc. is the world?s leading provider of virtual business process outsourcing and contact center services for brands seeking to improve business results through their sales and service channels.
Headquartered in Miramar, Florida, Arise has over 230 employees. We customize and deliver high-quality voice, e-mail, chat, and mobile customer service, technical support, and sales through a network of over 26,000 entrepreneurial, self-incorporated home-based Client Support Professionals in the United States, United Kingdom/Ireland and Canada.
Clients gain value through our unmatched combination of superior service and best cost. Through the delivery methodology of Undisputed Top Performance? Arise?s 100 percent virtual model is able to best match Client Support Professional's skills to specific client needs. This allows companies unparalleled flexibility for growth and profitability while improving their customers? satisfaction.
No other company better understands how to bring virtualization to life for premium brands.
Arise is searching for a Client Results Manager to deliver the financial results for the client, and for Arise, around the forecast, metrics and outcomes. The Client Results Manager will be responsible for growing existing client relationships, expanding current contract, and expanding relationship beyond current contract, as well as expanding services that can be offered.
Independent Business Owner (IBO) are incorporated entities that the Client Support Professional (CSP) own; and through which they can operate their customer interaction services business. CSP?s are Arise business partners not Arise employees.
Responsible for operating the client relationship to deliver an outcome where the client recognizes that Arise is the Undisputed Top Performer ?
Primary relationship will be with Managers/Directors running the client program with an expectation to build secondary relationships with Director level client contacts
Responsible for articulating how the Arise contract will create high-value business through superior virtual solutions
Delivering Excellent Results:
Fully understands the expected financial outcomes of the contract and what actions are required to deliver those outcomes
Anticipates when outcomes will not be met and performs deep analysis of root cause issues on client accounts
Accountable for ensuring Call Volume & Gross Profit margin targets are set and met
Develops and maintains a detailed Client Account Plan Each day, reviews client scorecard performance and takes action to deliver against the contract
Accountable for running weekly scorecard performance reviews and rolling this up to monthly and quarterly business reviews
Interdependencies - collaborates daily with all aspects of the Shared Services group:
Strategic Sourcing and Admissions: Accountable for ensuring that we have the correct Client (CSP) and Performance Facilitator (PF) qualifications and performance expectations required to deliver the value edge
Certification: 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
Operations Desk: Accountable for ensuring the correct parameters are in place for real time levers such as Urgent Service and Convenience Leave requests to be executed
Performance Compliance: Accountable for reviewing CSP level metrics and CSP rankings
Collaborates with Business Analytics to evaluate results and prepare for the delivery of the results message before any client meeting is conducted
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
Ability to work independently in a fast-paced environment
Sales and Operational experience
Prior Call Center Management Experience a must (specifically from Business Process Outsourcing organizations highly desired)
Minimum of Bachelor?s degree or equivalent experience
Deep proficiency with reporting , data and trend analysis is a must
Three years of exempt level managerial experience and managing client relationships
Proficient in MS Office (must be close to expert level with Excel 2007)
This position may require some light travel from time to time
Must have 24/7 client engagement philosophy
Competitive Compensation and Benefits which include:
Health/ Dental/ Vision/ Flex Spending Benefits
Great PTO and Holiday Plan!
Maternity/ Paternity Paid Leave
Life and Disability Insurance
Great Place to Work
||3450 Lakeside Drive |
Miramar, FL 33027