Experienced Customer Success Manager – Drive Business Growth and Client Satisfaction at arenaflex

We are seeking a highly skilled and results-driven Customer Success Manager to join our team at arenaflex. As a Customer Success Manager, you will play a critical role in ensuring the success of our clients by driving product adoption, providing exceptional customer service, and identifying opportunities for growth and expansion. If you are a strategic problem solver with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of innovative software solutions that empower businesses to achieve their goals. Our cutting-edge technology and expert team of professionals are dedicated to helping our clients succeed in a rapidly changing world. As a member of our team, you will be part of a dynamic and inclusive culture that values collaboration, innovation, and growth.

Responsibilities

As a Customer Success Manager at arenaflex, you will be responsible for:

• Proactively recommending arenaflex standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of arenaflex’s product offering throughout the customer lifecycle.
• Establishing and supervising the customer's adoption, training, and development, and utilization of arenaflex’s products to continually drive incremental value. Building and executing Success Plans for each customer in book of business.
• Fostering client engagement with the arenaflex Analytics platform to drive data-driven decision making.
• Managing technical integrations for key customers and strategic accounts.
• Reviewing customer data to identify trends and anomalies, making proactive suggestions of improvement opportunities, and explaining the business value of those recommendations.
• Leading customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are met.
• Proactively communicating relevant arenaflex news and product developments to clients.
• Collecting and communicating intelligent customer feedback to drive ongoing product improvements.
• Working cross-functionally with arenaflex teams to set strategies for customer success.
• Being a client advocate, while keeping arenaflex values and initiatives in mind.
• Providing internal communications regarding Customer’s configuration, usage information, satisfaction of the system, and churn risk.
• Providing light training and guidance to Client and Service Providers on arenaflex applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
• Creating and conducting quarterly or yearly Business Reviews with your customers.

Required Skills & Experience

To be successful in this role, you will need:

• A Bachelor's Degree
• 2+ years of experience in customer success, project management, or support
• Proven examples of success outcomes and value delivery
• Excellent written and verbal communication, strong interpersonal skills
• Ability to travel 2-3 times a quarter
• Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences
• Enthusiasm about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
• Comfortable scheduling, managing, and running presentations, both remotely and onsite, with internal and external senior leaders and team members
• Solid project management skills with ability to multitask and prioritize
• Experience driving organizational change initiatives
• Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills
• Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the caller as well as following processes correctly
• Adaptive and responsive to feedback and open to updating processes where required
• Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations, and program development efforts
• Willingness and desire to ask, learn, advance, achieve, and engage with other team members in order to obtain team excellence

Preferred Skills & Experience

While not required, the following skills and experience would be an asset:

• Experience and/or familiarity with arenaflex
• Facility Management or Procurement/Finance experience or Customer Success experience
• Experience with Salesforce and Gainsight

Benefits and Compensation

arenaflex offers a competitive salary range of $56,900.00 - $105,700.00, as well as a comprehensive benefits package, including medical, dental, vision, life, and LTD insurance, HSA, and a 401(k) retirement plan. We are an equal opportunity employer and value diversity and inclusion in the workplace.

How to Apply

If you are a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. Apply for this job