Arise Virtual Solutions has created a disruptive technology platform that connects the world s biggest brands with the largest network of gig-economy Service Partners in the BPO industry Innovations in dynamic scheduling can deliver up to 200 intraday flex so Brands can be there for their customers Highly innovative virtual learning programs keep Brands aware of customers needs so they offer recent solutions that grow share of wallet and increase revenue Service Partners select brands they love and deliver empathetic personal care that creates enduring relationships keeping Brands essential and growing Arise is using the most innovative technology in the BPO industry to transform CXM for Brands and their customers The Customer Success Manager plays a central role at Arise Virtual Solutions ensuring that our clients and Service Partners are able to maximize the value they obtain through use of our Platform Each Customer Success Manager CSM serves our portfolio of clients by developing an intimate understanding of their business needs and offering subject matter expertise to support them in achieving their contact center objectives Additionally the CSM is responsible for KPI performance contracts and vendor relationship management for the hundreds of small independent businesses that provide services to Arise Contact center BPO experience at a manager level required Responsibilities 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 Coordina