Experienced Customer Success Manager – Driving Customer Adoption and Retention at arenaflex

At arenaflex, we're on a mission to empower our customers to achieve their goals through our innovative products and services. As a key member of our team, the Customer Success Manager will play a vital role in ensuring our customers get the most out of our solutions, driving adoption, retention, and ultimately, business growth. If you're a strategic problem solver with a passion for customer success, we want to hear from you!

About arenaflex

arenaflex is a global industrial technology innovator, accelerating transformation across a broad range of applications, including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

Job Summary

We're seeking an experienced Customer Success Manager to join our team, responsible for driving customer adoption, retention, and growth through strategic planning, proactive communication, and exceptional customer service. As a Customer Success Manager, you'll be the primary point of contact for a portfolio of customers, working closely with them to understand their needs, develop tailored success plans, and deliver exceptional results.

Responsibilities

* Proactively recommend arenaflex standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of arenaflex's product offering throughout the customer lifecycle.

• Establish and supervise the customer's adoption, training, and development, and utilization of arenaflex's products to continually drive incremental value. Build and execute Success Plans for each customer in book of business.
• Foster client engagement with the arenaflex Analytics platform to drive data-driven decision making.
• Manage technical integrations for key customers and strategic accounts.
• Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.
• Lead customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are met.
• Proactively communicate relevant arenaflex news and product developments to clients.
• Collect and communicate intelligent customer feedback to drive ongoing product improvements.
• Work cross-functionally with arenaflex teams to set strategies for customer success.
• Be a client advocate, while keeping arenaflex values and initiatives in mind.
• Provide internal communications regarding Customer's configuration, usage information, satisfaction of the system, and churn risk.
• Provide light training and guidance to Client and Service Providers on arenaflex applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
• Create and conduct quarterly or yearly Business Reviews with your customers.

Requirements

* Bachelor's Degree

• 2+ years with customer success, project management, or support
• Proven examples of Success Outcomes and Value Delivery
• Excellent written and verbal communication, strong interpersonal skills
• Ability to travel 2-3 times a quarter
• Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences
• Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
• Comfortable scheduling, managing, and running presentations, both remotely and onsite, with internal and external senior leaders and team members
• Solid project management skills with ability to multitask and prioritize
• Experience driving organizational change initiatives
• Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills
• Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the caller as well as following processes correctly
• Adaptive and responsive to feedback and open to updating processes where required
• Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations, and program development efforts
• Willingness and desire to ask, learn, advance, achieve, and engage with other team members in order to obtain team excellence

Preferred Qualifications

* Experience and/or familiarity with arenaflex

• Facility Management or Procurement/Finance experience or Customer Success experience
• Experience with Salesforce and Gainsight

What We Offer

* Competitive salary range: $56,900.00 - $105,700.00

• Excellent benefits package, including medical, dental, vision, life, and LTD insurance, HSA, and a 401(k) retirement plan
• Opportunity to work with a global industrial technology innovator, accelerating transformation across a broad range of applications
• Collaborative and dynamic work environment, with a diverse team of 17,000 strong
• Unlimited learning and growth opportunities, with a proven Fortive Business System (FBS) to accelerate our positive impact
• Equal opportunity employer, committed to providing reasonable accommodations for applicants with disabilities

How to Apply

If you're a motivated and results-driven Customer Success Manager looking to join a dynamic team, 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