Senior Customer Success Manager, Emerging Enterprise (Remote) at arenaflex

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex as a Senior Customer Success Manager, Emerging Enterprise. In this role, you will be responsible for driving the success of our emerging enterprise clients, ensuring they achieve maximum value from our Experience Management platform.

About arenaflex

arenaflex is the pioneer and market leader in Experience Management, with a mission to help organizations understand and manage experience for candidates, customers, employees, patients, citizens, and residents. We believe that every experience matters, and our award-winning SaaS platform, arenaflex Experience Cloud, is designed to help businesses deliver exceptional experiences that drive growth, loyalty, and advocacy.

Our Culture

At arenaflex, we're more than just a software company. We're a community of innovators, thinkers, and doers who are passionate about making a difference. We believe in creating a culture that values every person and every experience, where individual life experiences shape the way we interact with the world. We encourage our employees to bring their whole selves to work each day, and we celebrate diversity and recognize the value it brings to our customers and employees.

The Role

As a Senior Customer Success Manager, Emerging Enterprise, you will be responsible for managing a defined list of accounts and ensuring the holistic health of the customer. Your primary goals will be to measure and realize value, drive product adoption, and expansion of arenaflex's product suite. You will work closely with internal teams, including sales, marketing, product, and professional services, to deliver a seamless customer experience.

Key Responsibilities

* Manage a defined list of accounts and ensure the holistic health of the customer

• Develop and execute strategic direction setting, partnering with sales, professional services, products, and marketing to drive customer success
• Measure and realize value, drive product adoption, and expansion of arenaflex's product suite
• Proactively build relationships with clients and bring the best of what arenaflex has to offer to our clients
• Reactively resolve any and all client conflicts by escalating and driving a sense of urgency where and when necessary
• Collaborate cross-functionality with internal arenaflex teams to drive a long-term healthy customer program
• Ensure timely and accurate customer health updates (StrikeDeck, SalesForce.com)
• Own forecasting and prioritization for customer success amongst your assigned accounts
• Represent the voice of the customer and employee in leadership meetings
• Create reference-able customers (case studies, reference calls, speaking engagements)

Expected Outcomes

* Customer Success: measured by adoption and value realization of arenaflex's product suite and services, published case studies, participation in webinars and conferences, and overall client NPS

• arenaflex Success: measured by the financial performance of your accounts, renewal, and expansion

Requirements

* 5+ years of customer-facing experience in a CSM function, account management, consulting, or client service role

• A mix of business and technical acumen with the ability to engage and add value in discussions involving both technology and business strategy
• Experience facilitating meetings, delivering executive presentations, and resolving conflict with resources at all levels
• Ability to handle challenging customers or situations and drive to mutually agreeable outcomes
• Proficient in building and delivering compelling proposals and presentations via the Google Suite set of products
• Ability to execute commercial transactions (pitching, negotiating, closing)
• Willingness to travel up to 40%, to be determined by client needs and individual's geographic location and abilities

Preferred Qualifications

* Excellent and empathetic account leadership, advocacy, and coordination skills with a bias for action

• Passionate about your customers' success
• Accomplished presentation skills
• Effective communicator both written and verbal
• Ability to work creatively and analytically to solve problems
• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
• Able to make decisions within appropriate time frames with sound justification and can learn from mistakes
• Demonstrated ability working collaboratively across the organization to achieve results important to your customers (Pre-sales, Sales, Product, Professional Services, etc.)

What We Offer

* Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Generous paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options

How to Apply

If you're a motivated and results-driven professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!

Equal Opportunity Employer

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 prohibit discrimination on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements.

Reasonable Accommodation

arenaflex is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws.

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