Experienced Digital Customer Success Partner - UK & DACH

Join arenaflex, a global leader in collaborative learning, as a Digital Customer Success Partner for the UK and DACH regions. As a key member of our Customer Success Team, you will play a vital role in supporting clients in their digital training strategy through our 360Learning platform. This is an exciting opportunity to join a dynamic team that is shaping the future of work and empowering organizations to upskill from within.

About arenaflex

arenaflex enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. arenaflex is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners – all from one place. We power the future of work at 1,700 organizations, and our platform is built for all, embracing the strengths of diversity, connectedness, and inclusion.

Key Responsibilities

As a Digital Customer Success Partner, your main goals will be to:

• Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available
• Ensure the business impact of our solution is in line with the client's business objectives
• Work closely with the EMEA account management team to ensure client KPIs are met
• Create and develop processes to handle a one-to-many approach, reporting, and communication processes

Short-Term Objectives

Within the first month, you will:

• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our CS team
• Participate in your first customer meetings with other CSMs from our team

Within the second month, you will:

• Host your first meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success

Within the fourth month, you will:

• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning Germany and the United Kingdom, including outbound campaigns, inbound ticket management, and hosting webinars
• Define planning of the initiatives on the solution
• Identify and document customer use-cases
• Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to grow your book of business

Within the twelfth month, you will:

• Reduce churn by identifying customers at risk and implementing an action plan
• Identify and record in our CRM SFDC strong leaders within the client's team
• Develop and share good business practices with the entire Client Success Team

Essential Qualifications

* At least 2 years of experience in a Customer Success position, ideally in the SaaS industry

• Fluent proficiency in English and German
• Proactive and prefer working in a results-oriented culture
• Capability to prioritize and manage a large portfolio of clients
• Ability to express your ideas through data in a clear and concise manner, both in writing and orally
• Strong interest in the digital industry, education, and e-learning in particular

Preferred Qualifications

* Experience with 360Learning or similar collaborative learning platforms

• Knowledge of the Convexity corporate culture and values
• Familiarity with the processes and tools used by our CS team
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Skills and Competencies

* Strong analytical and problem-solving skills

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong project management skills
• Ability to prioritize and manage a large portfolio of clients
• Strong interest in the digital industry, education, and e-learning in particular

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. As a Digital Customer Success Partner, you will have the opportunity to:

• Develop your skills and expertise in customer success, digital learning, and project management
• Work with a diverse team of professionals from around the world
• Participate in regular training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow in your role
• Contribute to the development of our platform and services

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We offer a flexible work environment that allows you to work from home or in our office, depending on your needs. Our company culture is built on the principles of Convexity, which emphasizes the importance of collaboration, innovation, and customer success.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes:

• Base salary
• Variable component
• Equity
• Health benefits, including medical, vision, dental, life, accidental death & personal loss, and disability coverage
• Employee care line
• Flexible hours
• Total work from home possible anywhere in the UK
• Diversity, equity, and inclusion initiatives, including 6 active ERGs
• Corporate social responsibility initiatives, including a CSR Charter

The Interview Process

The interview process for this role will consist of:

• Phone screen with our recruiter
• Discovery meeting with a member of the CSP DACH team
• Case study with the Digital CSP Coach and CSP Coach UK team
• Clarification meeting with a Customer Success Manager
• Cultural Fit interview with our Chief Customer Officer
• Offer!

Additional Information

If you are passionate about customer success, digital learning, and project management, and are looking for a challenging and rewarding role, we encourage you to apply. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we believe that diversity and inclusion are essential to our success. Apply to this Job Apply for this job