Experienced Customer Experience Specialist - Sounding Board for Large Enterprise Coaching Enablement Platform

At arenaflex, we're on a mission to revolutionize the way companies approach leadership development and coaching. As a Customer Experience Specialist on our Sounding Board team, you'll play a critical role in ensuring the successful implementation of our coaching and SaaS-based services for large-scale enterprise clients. If you're passionate about delivering exceptional customer experiences, driving business impact, and scaling coaching practices organization-wide, we want to hear from you.

About arenaflex

arenaflex is a consultancy specializing in the people side of strategy. For over three decades, we've been designing powerful experiences that have a profound and lasting impact on businesses and their people. We help the world's leading companies turn strategy into results by combining deep business knowledge with transformational development. Our next-generation approach equips leaders for tomorrow, inspires new ways of thinking, and builds critical capabilities through targeted interventions, including working sessions, workshops, offsites, and more.

About Sounding Board

Sounding Board, an arenaflex company, is a first-of-its-kind coaching enablement platform for large enterprises. We offer both the technology infrastructure and the coach network to enable and scale coaching practices organization-wide. With a vision to democratize access to coaching across all levels of an organization, Sounding Board combines a SaaS, cloud-based management platform with a high-quality, managed network of global coaches that can deliver remote, virtual 1:1, and group coaching at scale. Our customers include large-scale enterprise Fortune 500 companies, and when they partner with us, they see a resulting increase in promotion, retention, and in critical leadership skills in their managers.

What You'll Do at arenaflex

As a Customer Experience Specialist on our Sounding Board team, you'll be responsible for:

• Developing, maintaining, and growing multiple customer relationships to ensure the successful implementation of coaching and other SaaS-based services
• Gaining deep understanding of customer business objectives and aligning coaching initiatives to drive measurable impact
• Leading successful roll-out of Sounding Board services to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually
• Maintaining a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Analyzing customer data and generating insightful reports that enhance the customer experience and demonstrate the business impact of coaching
• Serving as a Subject Matter Expert on coaching as a leadership development program for corporate HR/L&D leaders
• Collaborating closely with the sales team to drive renewals, reduce churn, and expand customer accounts
• Representing the voice of the customer to inform our sales/marketing process and product roadmap

Key Responsibilities:

* Develop and maintain strong relationships with 25+ clients, ensuring successful implementation of coaching and SaaS-based services

• Analyze customer data to generate insightful reports that enhance the customer experience and demonstrate business impact
• Collaborate with the sales team to drive renewals, reduce churn, and expand customer accounts
• Serve as a Subject Matter Expert on coaching as a leadership development program for corporate HR/L&D leaders
• Represent the voice of the customer to inform our sales/marketing process and product roadmap

What We're Looking For

We're seeking an experienced Customer Experience Specialist who possesses:

• 1-5 years of professional experience supporting the delivery of adult learning, talent/human resource, and/or professional development programs, ideally with a focus on leadership development
• 1-5 years of professional experience in a customer-facing role such as Customer Success, Engagement Management, Relationship Management, Account Management, or Customer Support
• Completion of a 4-year degree
• Based in the US
• Eligible to work in the US permanently without sponsorship
• Strong attention to detail and proven ability to manage multiple, complex projects simultaneously
• Comfortable managing a book of business of $500K – 1M+
• High level of technical fluency, comfortable working with a large tech stack, and learning new programs and systems quickly
• Results-driven mentality, with a strong ability to learn quickly and adapt
• Strong consultative and analytical skills with the ability to generate customer-facing reports
• Exceptional client management, project management, organization, meeting facilitation, and written communication skills
• Proficient in using project management, work management, and/or customer success applications and tools (e.g., Asana, Salesforce, Microsoft Office Suite)

Preferred Qualifications:

* 1-5 years of professional experience working in or with enterprise-level companies

• 1-5 years of working in a SaaS environment
• Exposure to or involvement in scaling customer programs within a technology-driven organization

Salary Information

Annual Salary Range: $75,000- $90,000, commensurate with experience. This role is also eligible for commission.

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and driving business impact. We offer a dynamic and supportive work environment, with opportunities for growth and development. If you're passionate about coaching, leadership development, and customer success, we want to hear from you.

How to Apply

If you're a motivated and experienced Customer Experience Specialist looking to join a dynamic team, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job