Experienced Customer Solutions Consultant – AI Customer Service and Accelerate Program

At arenaflex, we're revolutionizing the customer service industry with our cutting-edge AI technology. Our mission is to make customer service extraordinary for everyone, and we're looking for a talented Customer Solutions Consultant to join our team. As a key member of our Accelerate program, you'll play a crucial role in driving growth, retention, and satisfaction for our self-service customers. If you're passionate about AI, customer success, and driving business outcomes, we want to hear from you.

About arenaflex

arenaflex is an AI customer service company that's changing the game. With a strong focus on innovation, we're empowering enterprise companies to deliver exceptional customer experiences at scale. Our AI transformation platform and partner program combine strategic expertise with powerful AI agent management technology, enabling businesses to accelerate their AI maturity and stay ahead of the curve. With arenaflex, 83% of customer conversations are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. Established in 2016, arenaflex is a Canadian company that's powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. Backed by over $250M in funding from tier-one investors, arenaflex is a pioneer in the management and application of AI in customer service. Our values are rooted in driving progress and continuous improvement, and we're committed to creating an environment where our employees can grow and thrive.

About the Role

As a Customer Solutions Consultant on our Accelerate program, you'll be responsible for ensuring alignment with the customer's goals after implementation and ensuring they derive value from our platform and services. Your focus will be on driving relationship value through proactive and reactive customer engagement, prioritizing and managing a scaled book of business. You'll work closely with our customers, internal teams, and stakeholders to drive adoption and utilization of the platform, with a focus on increasing automated resolutions for existing customers.

Key Responsibilities

* Provide customer success and support to arenaflex's SMB and MME customers through resolving customer inquiries, advising with AI expertise, and ensuring optimal value realization of the platform.

• Leverage internal tools, utilizing AI and automations to support surfacing actionable customer insights at scale.
• Design and execute automated and human-touch strategies (e.g., proactive touchpoints, demos, renewal discussions, strategy sessions) that drive revenue and retention.
• Collaborate across Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources, share insights, and drive towards common goals.

About You

We're looking for a talented individual with a strong background in customer success, strategy, management, implementation, and technology consulting. Ideally, you'll have 2+ years of experience in a scaled CS model, with a working knowledge of APIs and a common understanding of SaaS platforms. You'll be an excellent communicator and presenter, able to effectively explain technical concepts to non-technical audiences. Strong interpersonal skills are a must, with the ability to engage with technical and non-technical champions across the table.

Essential Qualifications

* 2+ years of customer success, strategy, management, implementation, and technology consulting experience, ideally in a scaled CS model.

• Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot, etc.).
• Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences.
• Strong interpersonal skills, with the ability to engage with technical and non-technical champions across the table.
• Technically and analytically curious, with a perpetual learner mindset and a love for making new discoveries and improving the status quo.
• Resourceful and tenacious, able to thrive in ambiguity and guide/inform decisions with data-driven insights.
• Reliable and resilient team player with a start-up mentality, able to deliver on commitments while managing multiple competing priorities in a fast-paced constantly-changing environment.

Preferred Qualifications

* Experience building relationships with senior stakeholders.

• Strong analytical skills, with the ability to interpret data and drive business outcomes.
• Familiarity with AI and machine learning concepts, with a passion for leveraging these technologies to drive customer success.

Outcomes

As a Customer Solutions Consultant on our Accelerate program, you'll be responsible for driving growth, retention, and satisfaction for our self-service customers. Your key outcomes will include:

• Identifying at-risk customers and implementing personalized engagement strategies to improve retention and satisfaction.
• Handling escalated customer success inquiries and requests to the Accelerate ticket queue, providing additional support where needed and facilitating syncs as required.
• Hosting ad-hoc meetings for customers, providing Q&A and live support at scale.
• Driving adoption and utilization of the platform, with a focus on increasing automated resolutions for existing customers.
• Collaborating with Product Management, Engineering, and Marketing to continuously provide feedback and improve arenaflex's products and marketing.
• Proactively engaging with new customers, projects, and internal teams, ensuring continuous alignment and staying ahead of emerging needs and opportunities.

Compensation and Benefits

The expected salary range for this position is $107,000 to $128,000 CAD OTE. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law. At arenaflex, we prioritize your well-being, growth, and work-life balance. Here's what we offer:

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.
• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at our local hub.
• Learning & Development Budget: Invest in your long-term growth goals and skills.
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
• Hands-On with LLMs: Enhance your expertise in leveraging large language models.
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.

How to Apply

If you're passionate about AI, customer success, and driving business outcomes, we want to hear from you. 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