Experienced Global Payroll Customer Success Manager & HRIS Specialist – EMEA

Join arenaflex, a pioneering HR platform, as we revolutionize the way businesses navigate global employment compliantly with ease. As an Experienced Global Payroll Customer Success Manager & HRIS Specialist, you will play a pivotal role in shaping the future of work by delivering exceptional customer experiences, driving customer satisfaction, and contributing to the ongoing development and success of arenaflex's payroll solutions.

About arenaflex

arenaflex is a modern organization that empowers businesses of all sizes to recruit, pay, and manage international teams with ease. Our team of talented individuals works tirelessly on ambitious problems, asynchronously, around the world. With a future-focused work culture and core values at heart, we encourage every member of our team to bring their talents, experiences, and culture to the table to help us build the best-in-class HR platform.

What this job can offer you

This is an exciting opportunity to join arenaflex at a pivotal moment and make a meaningful impact in the global employment space. As a Payroll (PAY) and HRIS Customer Success Manager, you will:

• Develop deep understanding and expertise for arenaflex Payroll and HRIS product(s) and services
• Take responsibility for the entire customer journey, and grow them into long-term partners with a direct focus on payroll services
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers
• Own client retention & expansion, within payroll products and services
• Identify upselling & cross-selling opportunities, manage campaigns and product promotion, and introduce new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity, and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) and HRIS product(s)
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements
• Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers
• Educate and train customers on key payroll information and processes to set them up for success
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues

What you bring

To excel in this role, you will need to possess:

• Extensive expertise in customer-facing roles within the international Payroll/HR tech space, ideally in a payroll product and tech-focused environment
• Strong knowledge of global payroll software, systems, and tools, with an understanding of HR/payroll compliance and regulations
• Proven ability to onboard, grow, retain, and develop customer relationships, driving customer satisfaction and success
• Skilled in building strong relationships with key stakeholders across all levels of customer and internal organizations to align on business goals
• Experience leading and executing cross-departmental projects, with solid organizational abilities to manage multiple priorities and complex projects simultaneously
• Strong problem-solving skills with a proactive approach to resolving customer issues and delivering tailored solutions
• Excellent verbal and written communication skills, with the ability to convey complex ideas clearly, influence stakeholders, and deliver impactful presentations or product demonstrations
• Passion for identifying opportunities to optimize customer experience, including introducing additional features or services that align with customer needs
• Adept at monitoring account health by analyzing usage metrics, identifying gaps, and implementing strategies to ensure customer retention and satisfaction
• Self-driven and autonomous, with the ability to take ownership of tasks, work independently, and manage priorities with minimal supervision
• Experience in working in fast-paced environments
• Fluency in English and another European language would be an advantage

Key Responsibilities

* Develop deep understanding and expertise for arenaflex Payroll and HRIS product(s) and services

• Take responsibility for the entire customer journey, and grow them into long-term partners with a direct focus on payroll services
• Long-term customer relationship management, ensuring the success and satisfaction of payroll customers
• Own client retention & expansion, within payroll products and services
• Identify upselling & cross-selling opportunities, manage campaigns and product promotion, and introduce new payroll features to our client/complementary products (EOR, Contractor Management, Talent, Equity, and HRIS)
• Monitor customer complaints and provide assistance to solve any concerns or problems related to our Global Payroll (PAY) and HRIS product(s)
• Gather customer feedback regularly and share with our Payroll, Product, Sales, Global Operations, Finance, Legal, and Growth teams, with a focus on payroll product and customer experience enhancements
• Work closely with the Payroll and Sales team to help ensure the right expectations are set for payroll customers
• Educate and train customers on key payroll information and processes to set them up for success
• Monitor account & customer health, preventing churn, and managing escalations, particularly those related to payroll issues

Practicals

* You'll report to: Senior Manager, Pay and HCM Customer Success

• Team: Global Payroll, Services
• Location: For this position, we welcome everyone to apply, but we will prioritize applications from the following locations as we encourage our teams to diversify; EMEA
• Start date: As soon as possible

arenaflex Compensation Philosophy

arenaflex's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. On-Target Earnings for this position is between $36,950 USD – $83,100 USD. The base salary is 80%.

Benefits

Our full benefits & perks are explained in our handbook at arenaflex.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces

How you’ll plan your day (and life)

We work async at arenaflex which means you can plan your schedule around your life (and not around meetings). Read more at arenaflex.com/async.

How to apply

Please fill out the form below and upload your CV with a PDF format. We kindly ask you to submit your application and CV in English, as this is the standardized language we use here at arenaflex. If you don’t have an up-to-date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer, it’s essential to us that our workforce reflects people of all backgrounds, identities, and experiences, and this data will help us to stay accountable. We thank you for providing this data, if you chose to. Please note we accept applications on an ongoing basis. Apply for this job