Director, Customer Engagement – Strategic Partnership Development and Growth

For over 80 years, arenaflex has been a trailblazer in education and professional advancement, revolutionizing the way we learn and grow. As a global company at the intersection of education and technology, we're committed to collaboration, innovation, and creativity to deliver a best-in-class educational experience and make arenaflex a great place to work. The future of education is here, and we're eager to work alongside those who want to make a positive impact and inspire change in the world around them.

About arenaflex

arenaflex is a global leader in education and professional advancement, dedicated to empowering individuals and organizations to achieve their full potential. With a rich history of innovation and a passion for making a difference, we're committed to delivering exceptional educational experiences that transform lives and communities. Our team is comprised of talented professionals who share a common goal: to inspire and support learners at every stage of their journey.

Job Summary

The Director, Customer Engagement is a key leadership role that focuses on driving strategic partnership development and growth at arenaflex. As a member of our senior leadership team, you'll be responsible for defining and deploying efficient processes for onboarding and growing new partnerships, managing key performance indicators (KPIs) for the strategic corporate customer engagement team, and identifying cross-sell and upsell opportunities to drive revenue growth. If you're a seasoned leader with a passion for customer engagement and a track record of driving business growth, we want to hear from you.

Primary/Key Responsibilities

As the Director, Customer Engagement, you'll be responsible for the following key areas:

• Manage a high-performing customer engagement team: Provide effective training and coaching to ensure your team is equipped to deliver exceptional customer experiences.
• Monitor team performance against clear KPIs: Track key metrics to measure team performance and identify areas for improvement.
• Develop and deploy engagement plans for corporate strategic accounts: Create tailored engagement strategies to drive customer satisfaction and loyalty.
• Leverage customer surveys, interviews, CRM, and LMS data to determine engagement scores: Analyze data to identify trends and opportunities for improvement.
• Track key KPIs for strategic accounts to increase renewal rates and grow revenue: Monitor and report on key metrics to drive business growth.
• Surface and escalate key issues for strategic accounts for efficient resolution: Identify and address critical issues to ensure customer satisfaction.
• Advocate for corporate strategic accounts customer needs to be aligned to improving customer engagement and renewal rates: Collaborate with cross-functional teams to ensure customer needs are met.
• Collaborate with cross-functional teams to ensure strategic account needs are met: Work closely with sales, marketing, and product teams to drive business growth.
• Manage and monitor key projects to improve the end-to-end experience for strategic accounts: Oversee projects to enhance customer satisfaction and loyalty.
• Identify cross-sell and upsell opportunities to share with the partner sales team: Analyze customer data to identify opportunities for growth.
• Build healthy relationships with strategic accounts stakeholders to ensure concierge-level engagement: Foster strong relationships with customers to drive loyalty and retention.
• Assess resource support for strategic accounts to determine the ROI of the strategic account team: Analyze resource allocation to ensure optimal ROI.

Minimum Qualifications

To be successful in this role, you'll need:

• Bachelor's Degree, Business or related field: A degree in business or a related field is required.
• Minimum of 4 years of relevant E2E experience in managing customer experience and 2 years in management: A proven track record of managing customer experience and leading teams is essential.
• Process management: Experience in process management and improvement is required.
• Attention to detail: Strong analytical and problem-solving skills are essential.
• Customer relationship management: Proven ability to build and maintain strong customer relationships.
• Strategic analysis: Experience in analyzing data to inform business decisions is required.
• Cross-functional collaboration: Ability to work effectively with cross-functional teams is essential.
• Matrix management: Experience in managing teams in a matrix environment is required.
• Excellent presentation skills: Strong communication and presentation skills are essential.

Preferred Qualifications

A Master's Degree or MBA is preferred, but not required.

What We Offer

At arenaflex, we're committed to providing a comprehensive benefits package that supports your well-being and career growth. Some of the benefits we offer include:

• Remote work providing flexible work/life balance: Enjoy the flexibility to work from anywhere and maintain a healthy work-life balance.
• Comprehensive Retirement Package: Automatically enrolled in our Company Contribution Plan, with an 8-10% annual company contribution based on tenure.
• Our Gift of Knowledge Program: Receive tuition assistance and substantial discounts for our employees and close family members.
• Competitive health benefits: Enjoy comprehensive health benefits, with new hire eligibility starting on day 1 of employment.
• Generous Paid Time Off: Receive paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities.

Salary and Location

This position is classified as Salary Grade B, with a salary range of $64,000 - $202,600. Actual compensation for this role is determined by several factors, including job level, candidate's skills, experience, and education, among other factors determined by the business. The position is remote/nationwide, USA, with additional locations available.

Diversity & Inclusion Statement

arenaflex is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We're an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities.

How to Apply

If you're a seasoned leader with a passion for customer engagement and a track record of driving business growth, we want to hear from you. Apply now to join our team and help shape the future of education and professional advancement at arenaflex. Apply Job! Apply for this job