Experienced Associate Customer Success Manager – Tech Touch Customer Support and Retention

At arenaflex, we believe data should fuel business success. arenaflex's AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. arenaflex Data Cloud delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk, and drive growth. At arenaflex, our values guide everything we do. With an unyielding commitment to prioritizing our "Customer First", we strive to ensure their success. We embrace our differences and are "Better Together" as One arenaflex. We are always looking to "Simplify and Share" our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We "Own It". Every day, we innovate and evolve, so that today is "Always Better Than Yesterday". If you share and embody these values, we invite you to join our team at arenaflex and contribute to our mission of excellence. arenaflex has earned numerous awards and top rankings for our technology, our culture, and our people. arenaflex was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you're ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let's talk! Job Summary: The Associate Customer Success Manager (ACSM) at arenaflex will focus on supporting tech touch customers to ensure they derive maximum value from our platform. You will act as a key post-sale contact to ensure customer adoption, guide them in using our products, and assist in driving retention. This role requires a customer-focused mindset, where you will work with customers to understand their goals and help them get the most out of arenaflex's products through self-service tools and automation. As an ACSM, your role will be to foster strong relationships, support customers in their journey, and help them realize the full value of arenaflex solutions. You'll play a crucial role in customer retention by helping customers succeed with arenaflex products in an efficient, scalable manner. Key Responsibilities:

Customer Success and Support

* Manage a portfolio of tech-touch customers using Customer Success tools (Gainsight, and internal tools) to ensure that arenaflex is adopted well and the customer is deriving value from the solution to promote ROI and customer retention. * Develop a basic understanding of each customer's business goals and objectives to tailor support and encourage product utilization. * Assist customers with utilizing available resources, such as arenaflex Documentation, arenaflex Learn and Support, to achieve their goals. * Document and review the success plan, provide guidance on the customer journey to help customers achieve their goals * Track customer health and adoption metrics to identify opportunities and potential risks, and proactively address customer needs. * Timely data capture and documentation within internal applications to ensure data-driven decisions are being made to proactively identify adoption and retention risk. * Identify, document, and track critical customer information such as usage, health scoring, and desired outcomes to make data-driven decisions across the organization to proactively identify and mitigate risk. * Monitor customer progress and usage data, escalating high-risk accounts to senior team members as needed. * Regularly communicate with customers to check in on their satisfaction and help them troubleshoot any challenges they encounter. * Identify opportunities for customers to expand product usage, driving cross-sell or upsell opportunities through tech touch strategies.

Collaboration and Communication

* Collaborate with the sales and support teams to ensure a seamless customer experience and drive engagement with new product features. * Regularly communicate with cross-functional teams to ensure alignment and effective customer support.

Skills and Qualifications

Essential Qualifications:

* Bachelor's degree in Computer Information Systems, Business Technology, or similar degree * Strong interest in customer success, technology, and learning about SaaS products. * Possess strong, verbal and written communication skills with the ability to build trust and rapport with customers. * Ability to understand customer needs and articulate how arenaflex products can help them achieve their business objectives. * Ability to manage time and prioritize effectively, balancing the needs of multiple customers. * A passion for helping others and a willingness to learn in a dynamic, fast-paced environment. * Experience or interest in software architecture and understanding how applications fit together within a customer's ecosystem. * Experience with cloud software solutions or an interest in learning about SaaS and cloud technology. * A problem-solving mindset with a focus on delivering practical solutions and value to customers.

Desirable Qualifications:

* Basic knowledge of customer success metrics (such as retention, adoption, and growth) is a plus but not required.

Career Growth and Learning Opportunities

At arenaflex, we believe in investing in our employees' growth and development. As an Associate Customer Success Manager, you will have opportunities to: * Develop your skills and expertise in customer success, technology, and SaaS products. * Collaborate with cross-functional teams to drive customer success and retention. * Participate in training and development programs to enhance your knowledge and skills. * Take on new challenges and responsibilities as you grow in your role.

Work Environment and Company Culture

At arenaflex, we value a collaborative and inclusive work environment. We offer: * Flexible work arrangements to help you manage your personal and professional life. * A dynamic and fast-paced work environment that encourages innovation and growth. * Opportunities to work with a talented and diverse team of professionals. * A commitment to diversity, equity, and inclusion.

Compensation and Benefits

At arenaflex, we take a market-based approach to pay and consider a range of factors. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and other business considerations. Please note that the individual total compensation for this position will be determined at the Company's sole discretion using the factors noted. arenaflex's current market range for this role is $76,000 - $140,000. arenaflex is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. arenaflex is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

How to Apply

If you're a motivated and customer-focused individual who is passionate about helping others succeed, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job