Experienced Customer Success Manager IV – Global Customer Engagement and Emprising Platform Expert

At arenaflex, we're on a mission to help every place become a great place to work for all. As a global people analytics and consulting firm, we're dedicated to producing better business results by focusing on the work experience for every employee. Our research shows a clear and direct relationship between employee engagement and financial performance, and we're passionate about empowering organizations to create high-trust, high-performance cultures. We're seeking an experienced Customer Success Manager IV to join our team and play a critical role in the adoption of Emprising, our employee experience survey and culture management tool. As a trusted advisor to our global customers, you'll be responsible for ensuring their success and maximizing the value of our platform. If you're motivated by being of service to others, enjoy applying what you learn to create a great experience for your customers, and thrive in complexity, we want to hear from you.

About arenaflex

arenaflex is a global people analytics and consulting firm that helps companies of all sizes produce better business results by focusing on the work experience for every employee. Our research shows a clear and direct relationship between employee engagement and financial performance, and we're passionate about empowering organizations to create high-trust, high-performance cultures. With over 25 years of experience, we've captured the views of more than 100 million employees globally, helping organizations around the world identify and build high-trust, high-performance cultures. Our Software-as-a-Service survey and analytics platform, Emprising, empowers companies with access to the assessments, data, and real-time reporting needed to help them create a meaningful impact on their business, their people, and their culture. Through our Certification program, we recognize outstanding workplaces and produce Fortune's annual list of the 100 Best Companies to Work For, as well as a variety of other Best Workplaces rankings in the United States and in more than 60 other countries.

About the Position

As a Customer Success Manager IV, you'll be responsible for the overall well-being of our global customers by supporting them to set up and maximize the features of Emprising, acting as a connection point to our Licensees, our research, and enabling these customers to take full advantage of the value proposition of arenaflex Certification and Brand. This position plays an integral role in the adoption of Emprising, and the ideal candidate will be an experienced customer success manager with a strong track record of success.

Key Responsibilities

* Trusted advisor working on a complex high-touch portfolio of customers on the Customer Success team that are global in nature (which requires flexibility related to time zones and working hours)

• Expert resource on the Emprising platform and all arenaflex products and services
• Frame Emprising's value in a way that supports customer's goals for working with arenaflex and fully leverages Certification and/or recognition
• Own onboarding, advising, training, and checking in with customer portfolio
• Communicate complex processes and procedures, best practices in survey design and data structuring, to customers in a way that is easy to understand and apply
• Develop an account management strategy to ensure retention and expand partnerships through upsells and cross-selling with our Account Managers
• Document customer feedback for areas of dissatisfaction/improvement and relay that information to the Product Team, Account Managers, and key stakeholders (as appropriate)
• Proactively provide updates and relevant information on product changes/updates, bugs, arenaflex events/research/Recognition program to customers
• Liaise with arenaflex Licensees to support a seamless customer experience
• Lead internal projects or training that influence the direction of the business (as needed)
• Participate fully in team meetings and contribute to real-time solutions (as needed)
• Attend in-person company or team meetings (typically 2-3 times per year)

Required Qualifications

* 7-10 years of professional experience in customer-facing/Custom Success role

• BA/BS in HR, OD, Psychology, Social Enterprise, Business, or similar preferred (or equivalent work experience)
• Previous experience carrying a quota and managing churn on a portfolio of customers
• Proficiency in MS Office Suite, Salesforce, or similar CRM
• Experience with technology platforms that enable the customer experience and HCM (Ultipro, UKG Pro)
• Experience with data analysis in Excel
• Global business experience

Preferred Qualifications

* Strong analytical problem-solving skills with the ability to offer up solutions readily

• Strong communication skills (listening, written, and verbal)
• Proven ability to work independently and within a virtual team environment

Work Environment and Company Culture

arenaflex is proud to be Certified as a Great Place To Work by our employees. We're committed to creating a workplace culture that is inclusive, supportive, and empowering. Our team members enjoy a range of benefits, including flexible working hours, professional development opportunities, and a comprehensive compensation package.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and a range of benefits, including:

• Comprehensive health insurance
• 401(k) matching program
• Flexible working hours
• Professional development opportunities
• Access to cutting-edge technology and tools
• Collaborative and supportive work environment

How to Apply

If you're a motivated and experienced customer success manager with a passion for creating great experiences for customers, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We aim to create and foster a Great Place To Work For All where we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Disclaimer

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position. Apply for this job