Experienced Customer Experience & Account Specialist – Arts & Culture Industry

At arenaflex, we're passionate about empowering arts, culture, and live entertainment organizations to build lasting relationships with their audiences. As a leading digital marketing platform, we're committed to providing innovative solutions that help our clients succeed. We're now seeking an experienced Customer Experience & Account Specialist to join our growing team in South Carolina. This role is a unique blend of customer service, account management, and customer success, requiring a proactive, tech-savvy individual with a passion for the arts and culture industry.

About arenaflex

arenaflex is a digital marketing platform purpose-built for arts, culture, and live entertainment organizations. We're trusted by over 500 museums, theaters, and performing arts centers worldwide, empowering them to build lasting relationships with their audiences. Our platform is designed to help our clients achieve their business goals through email/SMS marketing, marketing automation, and other digital marketing tools.

Job Summary

As a Customer Experience & Account Specialist at arenaflex, you'll play a critical role in supporting our growing customer base. You'll be responsible for providing daily support to customers through our support ticketing software, onboarding new customers, and providing training and education on how to use our platform. You'll also contribute to creating and maintaining helpful online help center content, training materials, social media posts, and video resources. Additionally, you'll engage with customers regularly to foster strong relationships, identify opportunities for retention, and improve loyalty while supporting account management activities.

Key Responsibilities

* Provide daily support to customers through our support ticketing software via email, phone, and chat, effectively addressing technical support requests and product questions

• Onboard new customers and provide training, education, and strategic guidance on how to use arenaflex to bring value to their venue
• Provide accurate, helpful, and clear information to Product Development, Engineering, and other teams about bugs, issues, and customer suggestions using JIRA and other internal tools
• Contribute to creating and maintaining helpful online help center content, training materials, social media posts, and video resources
• Assist in organizing, promoting, and hosting online and in-person customer events, including training sessions, webinars, and conferences
• Engage with customers regularly to foster strong relationships, identify opportunities for retention, and improve loyalty while supporting account management activities
• Collaborate with team members in Sales, Marketing, and Product Development to align customer experience with business objectives
• Assist in monitoring customer satisfaction metrics and suggest improvements to enhance customer experiences, as needed
• Assist with research, diagnosis, and resolution of email deliverability and other technical issues

What We're Looking For

* 3+ years of experience in customer service, account management, or a customer-facing role, preferably in SaaS, marketing, or MarTech

• Professional background in the arts, culture, or live events industry (e.g., museums, theaters, performing arts centers, or similar organizations)
• Bachelor's degree in marketing, communications, arts administration, or related fields
• Hands-on experience with marketing tools such as WordFly, MailChimp, Constant Contact, ActiveCampaign, or similar ESPs
• Familiarity with tools such as Zendesk, Intercom, Help Scout, Freshdesk, JIRA, and CRM or ticketing systems such as Tessitura, Blackbaud, Centaman, Spektrix, Tixly, AudienceView, and others
• Strong communication and interpersonal skills with a proactive, customer-first mindset
• Proven success in customer satisfaction, retention, and account support
• Experience working in a remote and multicultural team environment
• Comfortable presenting, facilitating trainings, and representing arenaflex at virtual and in-person events
• Ability to work 7:00am- 4:00pm EST and travel up to 20% of the time

What's In It for You

arenaflex offers competitive compensation and full benefits. The starting hourly rate for this role is between $24.00 and $27.00. Our pay ranges are based on paying competitively for our size and industry and are one part of the Total Rewards we provide. Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company. We also offer a comprehensive benefits package, including:

• 100% of healthcare premiums for all employees
• Coverage for Medical, Dental, Vision, Short- & Long-Term Disability, Flexible Spending Accounts, AD&D, Life Insurance, and 401k with employer match
• Flexible work arrangements, including remote work options
• Annual celebrations for employees and family members
• Generous paid time off, including an extended winter break
• Recognition for 10 years of employment with a paid sabbatical

Why Join arenaflex?

arenaflex is an Equal Opportunity Employer that is committed to an inclusive and diverse workplace. We believe in the importance of work/life balance and offer a range of benefits and perks to support our employees' well-being. If you're passionate about the arts and culture industry and have a customer-first mindset, we encourage you to apply for this exciting opportunity.

How to Apply

If you're ready to join a dynamic team and make a meaningful impact in the arts and culture industry, please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We can't wait to hear from you! Apply for this job