Associate Enterprise Customer Success Manager – Restaurant Industry Expert

At arenaflex, we're revolutionizing the restaurant industry with our cutting-edge, cloud-based platform that streamlines accounting and back-office operations. Our mission is to empower restaurants to thrive, and we're looking for a talented Associate Enterprise Customer Success Manager to join our team. As a key member of our Customer Success team, you'll play a vital role in ensuring the success of our largest and most strategic customers, providing them with exceptional service, and driving adoption, retention, and customer satisfaction.

About arenaflex

arenaflex is a SaaS company that's disrupting the restaurant industry with its innovative platform. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to ensure we remain the "Best in Class" – and we want that for you too! Our team is passionate about creating innovative solutions and producing quality work that makes a real difference to restaurants nationwide.

Job Summary

As an Associate Enterprise Customer Success Manager, you'll partner with the Sales team, Onboarding team, and product team to ensure successful launch, adoption, and outcomes for our enterprise and strategic customers. You'll manage long-term relationships, develop plans specific to the restaurant industry, and provide our customers with industry best practices to help them grow and thrive. You'll also work with executive stakeholders and champions to provide the highest level of service and ensure our customers are successful with our product.

Key Responsibilities

* Develop long-term relationships with enterprise-level customers, leading to high adoption, retention, and customer satisfaction

• Ensure delightful experiences for clients in your portfolio during all stages of the customer journey
• Strategize with customers to meet and exceed their target goals and ROI
• Handle escalations and work cross-departmentally to issue resolution
• Set, drive, and guide project expectations with executive stakeholders
• Facilitate change management across key stakeholders and roles
• Ensure enterprise customers are successful with the product presale through launch
• Attend onsite meetings, conferences, and trade shows
• Partner with enterprise AEs for expansion and growth opportunities
• Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software
• Infuse clients with industry best practices to help them grow and thrive
• Facilitate client meetings both in person and online
• Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments
• Track and drive key client metrics such as usage, health, CSAT, and net promoter scores
• Maintain brand profiles and documentation
• Responsible for reaching assigned targets for customer KPIs
• Track product enhancements and provide timelines specific to customers in your portfolio and ensure transparent communication with stakeholders
• Maintain healthy Salesforce and Gainsight records
• Participate and lead sessions at user groups and client-facing webinars
• Other duties as assigned

What You'll Need to Be Successful in This Role

* 3+ years of experience as a Customer Success Manager or equivalent

• 3 to 5 years of experience in restaurant operations or equivalent
• Ability to travel up to 20%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Clear communicator with a professional presence
• Ability to lead through influence
• Comfortable working with C-level executives
• Proficient in Salesforce or other CRM
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills. The ability to work independently without supervision
• Strong technical aptitude with experience communicating across multiple platforms

Desired Qualifications

* Previous arenaflex experience

• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

arenaflex Team Member Benefits & Perks

* Compensation: arenaflex focuses on equitable pay for our team and aims for transparency with our pay practices. This position has a salary range of $70K-$98K + Bonus/Commission. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location.

• Ability to work remote or hybrid
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

Why Join Our Amazing Team?

* We're a community that prides itself in creating innovative solutions and producing quality work

• Our product is the secret ingredient that makes a real difference to restaurants nationwide
• The open concept work environment that we've created is casual, collaborative, and cultivates communication

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.

Apply Now!

Ready to join our team and make a real difference in the restaurant industry? Apply now and become a part of our innovative and dynamic team! Apply for this job