Experienced Full Stack Customer Success Specialist/Ops, Life Insurance – Revolutionizing the Industry with arenaflex

Are you ready to embark on a thrilling journey that combines technical expertise, exceptional communication skills, and a passion for innovation? Look no further! arenaflex is seeking an experienced Full Stack Customer Success Specialist/Ops to join our dynamic team and help revolutionize the life insurance industry. As a key member of our team, you will play a vital role in driving results, defining industry standards, and delivering exceptional customer experiences.

About arenaflex

arenaflex is a joint venture with NFP Corp., a leading provider of insurance and financial services. Our mission is to build a new operating system for financial representatives selling insurance, replacing the existing complex web of technical solutions with a cohesive, process-oriented platform that automates manual workflows and empowers team members to focus on what they do best. With a significant capital commitment from a strategic capital partner, we are poised to modernize an antiquated industry and bring insurance services into the 21st century.

What's the Opportunity?

Fieldtech, our innovative platform, has already gained traction with one of the nation's premier financial planning and advisory firms in the US. As a Customer Success Specialist/Ops, you will be part of a high-performing team that is shaping the future of life insurance. With a focus on customer satisfaction, technical expertise, and process optimization, you will have the opportunity to make a lasting impact on the industry and drive business growth.

Job Summary

As a Customer Success Specialist/Ops, you will be the first point of contact for our clients who need technical assistance and guidance. You will use your exceptional communication and problem-solving skills to resolve customer issues, troubleshoot software problems, and ensure customer satisfaction. Your responsibilities will include:

• Responding to customer inquiries in a timely and professional manner
• Identifying, diagnosing, and resolving technical issues related to our product using various tools and methods
• Documenting and tracking customer cases using our ticketing system, Zendesk, and following up on the resolution status
• Escalating complex issues to the appropriate team or department and collaborating with them to provide solutions
• Providing feedback and suggestions to improve our products and services based on customer needs and expectations
• Documenting user issues, resolutions, troubleshooting steps, and expected behavior in a comprehensive and organized manner, ensuring accurate and up-to-date records for future reference
• Participating in the refinement of bugs and user stories to ensure the customer's needs are represented
• Managing the onboarding of new users
• Playing a critical role during the release process, testing all new features and fixes, performing smoke tests, and communicating release notes across the company
• Staying updated on product features, updates, and best practices and sharing them with customers and colleagues
• Conducting user training sessions and workshops to educate users on best practices, new features, and system updates, ensuring users are proficient in utilizing the organization's technology tools
• Creating and maintaining customer training materials, including videos and one-pagers
• Partnering closely with CSM to prioritize projects/issues/customer roadmap
• Building and mastering Customer Success playbooks relating to ticket management, client communication, escalations, and problem-solving
• Owning and managing individual KPIs to ensure SLAs are met
• Responsible for training new FieldTech employees on the product

Knowledge, Skills, and Abilities

To succeed in this role, you will need:

• Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and simple manner
• Experience handling customer inquiries and collaborating with technical stakeholders
• Strong problem-solving and analytical skills, with the ability to troubleshoot, resolve, and document technical issues efficiently and effectively
• Highly detail-oriented and organized with the ability to effectively prioritize and multi-task
• Agility – ability to adapt to shifts in priorities
• Familiarity with CRM systems, ticketing tools, and remote support software, such as Zendesk
• Previous experience in insurance software is a huge plus
• 2+ years of experience in business operations, administration, or a similar role
• Technology support and troubleshooting is preferred
• College degree or advanced learning preferred. HS Diploma or equivalent is required

What We Offer

As a valued member of our team, you can expect:

• An opportunity to change the life insurance landscape
• An unparalleled opportunity to build something new, with lasting value, and create a working environment that helps individuals thrive professionally and personally
• A culture that promotes great relationships both inside and outside the office
• Highly competitive salary and benefits
• A comprehensive benefits package, including:

+ Competitive salary range: $55,000 - $70,000 + Performance-based incentives + PTO and paid holidays + 401(k) with match + Exclusive discount programs + Health and wellness programs + And more! NFP, an Aon company is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more.

Take the Next Step

If you are ready to join a dynamic team and make a lasting impact on the life insurance industry, apply now! We are excited to discuss how you can become a vital part of our success story. Apply to this job Apply for this job