Director, Client Results Arise
THIS JOB HAS EXPIRED Job Description
The Director, Client Results is responsible for delivering the financial results for the client and for Arise around the forecast, metrics and outcomes. The Director, Client Results 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. The Director, Client Results is also responsible for building the capability of a world class Client Results team while contributing to the transformation of the corporate culture.
Client Facing Responsibilities
?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 relationship with VP 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 Support Professional (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
Desired Skills & Experience
?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 and managing client relationships
?Proficient in MS Office
?This position requires some travel
Arise Virtual Solutions Inc. is one of the world?s leading providers of virtual business process outsourcing (BPO) solutions for brands seeking to improve business strategy and results through enterprise virtualization. Arise customizes and delivers virtual BPO services, including high quality voice, e-mail, chat, social media and mobile customer service, sales, technical support, and back office services. Virtualization leverages untapped resources using cloud-based, secure technology to variabilize work without barriers ? in any location ? to deliver superior results at a lower cost.
Arise partners with more than 25,000 entrepreneurial, Independent Business Owners in the United States, Canada, the United Kingdom and Ireland. Independent Businesses partnering with Arise have the freedom to work-from-home, manage their time, and achieve work-life balance. The traditional 9 to 5 workplace environment is evolving and people who choose to partner with Arise desire the freedom to determine when, where, how often, and for whom they work.
No other company better understands how to bring the virtualization model to life for premium brands. Think Outside the Office and learn more about Arise by visiting www.arise.com.
||Miramar, FL |
THIS JOB HAS EXPIRED