Experienced Senior Manager of Customer Success for Truck and Canada - Driving Business Growth through Exceptional Customer Experiences and Strategic Leadership

Introduction to arenaflex

arenaflex is a leading provider of cloud-based software solutions to dealerships and Original Equipment Manufacturers (OEMs) across the automotive and related industries. Our cloud-based, software as a service (SaaS) platform enables dealerships to manage their end-to-end business operations, including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, our integrated platform of modern solutions enables dealers to sell and service more vehicles, creating simple and convenient experiences for customers and improving their financial and operational performance.

Job Overview

We are seeking an experienced Senior Manager of Customer Success to drive the continued growth of our customer relationships. As a Senior Manager of Customer Success, you will be responsible for managing the relationship between our customers, Regional General Managers, and baseline sales teams, ensuring customer retention and satisfaction. You will oversee a team of Customer Success Managers responsible for client satisfaction and success, driving arenaflex solution value, and adopting and utilizing arenaflex products.

Key Responsibilities

• Directly manage Regional Managers and/or Customer Success Managers, performing evaluations, delivering feedback, prescribing solutions, and monitoring progress on KPIs.
• Ensure the team adheres to all arenaflex processes, policies, and values, demonstrating arenaflex's values, particularly "Own It."
• Manage the day-to-day activities of the team, drive Customer Success initiatives, and establish and follow through on goals and objectives for the department.
• Communicate expectations and context for decisions made across teams, ensuring the team is aware of greater organizational changes and priorities.
• Utilize performance management tools to track team improvement, conduct scheduled team meetings and individual one-on-ones with employees, and support professional growth with ongoing and consistent feedback.
• Lead cross-functional teams and initiatives to drive customer success, managing the relationship between the customer, Regional General Managers, and baseline sales teams.
• Accountable for results in areas such as customer retention, expense controls, customer satisfaction rating (NPS), account revenue growth, and the team's personal growth and development planning.
• Partner with Sales Operations, Implementation, Support, and Consulting to develop and utilize SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability, and results.
• Collaborate with all arenaflex internal teams, including Performance Management, to drive the overall success of arenaflex's customers.
• Define, oversee, and optimize the transition and customer journey post-sale handoff.
• Manage critical escalations, providing updates and leaning in to the executive team as needed, and execute a follow-up process to ensure all parties are aware of the most recent updates.
• Identify opportunities for continuous improvement, driving true value for customers by successfully directing the team.
• Promote the continuous improvement mindset as a key characteristic for the Customer Success team, determining how to define, drive, and demonstrate the value (ROI) delivered from the CS team.

Essential Qualifications

• Minimum 5 years of multi-level management experience.
• Experience in Sales, including post-sales, with the ability to interact and engage with all levels of the customer's organization.
• Exceptionally strong customer service and conflict resolution skills, focusing on quality.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong empathy for customers and passion for revenue and growth, working alongside clients to overcome current challenges and pave the way for expansion.
• Deep understanding of value drivers in recurring revenue business models.
• Experience working in a team-oriented, collaborative environment, portraying a professional persona with internal and external clients.
• Analytical and process-oriented mindset.
• Excellent communication and presentation skills, taking the lead in client engagements in a multi-personnel environment.
• Ability to think strategically, innovate, and make sense of complicated situations, with strong problem-solving skills.

Preferred Qualifications

• Bachelor's Degree or equivalent experience in a related field with a strong focus on business management or equivalent minor.
• Minimum 7 years of experience in a customer-facing organization.
• Automotive industry experience is preferred, with knowledge of all automotive areas, dealership workflows, and technology industries.
• Knowledge of arenaflex's business strategy, operational workings, product offerings, and automotive industry, with an understanding of arenaflex's org structure, solutions, implementation, and service models.
• Ability to effectively manage multiple workflows and secure the desired objectives.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Manager of Customer Success, you will have the opportunity to develop your leadership skills, expand your knowledge of the automotive industry, and contribute to the success of our customers. You will be part of a dynamic team that values innovation, collaboration, and customer satisfaction.

Work Environment and Company Culture

arenaflex is a company that values inclusion, diversity, and equity. We believe that everyone should be able to be their best selves and make an impact. Our company culture is built on the principles of respect, empathy, and open communication. We encourage different views and perspectives, and we are committed to creating a workplace where everyone feels valued and supported.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary range of $131,000 - $146,500, depending on experience and qualifications. Our compensation packages are based on several factors, including skills, experience, certifications, and work location. We also offer a range of benefits, including medical, dental, and vision benefits, paid time off (PTO), a 401K matching program, and tuition reimbursement.

Conclusion

If you are a motivated and experienced leader with a passion for customer success, we encourage you to apply for this exciting opportunity. As a Senior Manager of Customer Success at arenaflex, you will have the chance to make a real impact on our customers' businesses and contribute to the growth and success of our company. Join our team and be part of a dynamic and innovative organization that values customer satisfaction, employee growth, and diversity.