Experienced Customer Success Manager – Fintech Industry (6 Months Contract)

Join arenaflex, a leading fintech company, as a Customer Success Manager (CSM) and play a pivotal role in driving customer growth, satisfaction, and retention. As a key member of our cross-functional team, you will lead, direct, and oversee the arenaflex customer lifecycle for new and existing customers, focusing on customer retention, development of customer support, and revenue growth.

About arenaflex

arenaflex is a fintech company that focuses on the human element, with a global presence supporting local markets through advanced cloud-based trading communications and managed connectivity solutions. We solve business challenges and adapt to regulatory changes in the fast-paced global financial markets, enabling our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Job Responsibilities

As a Customer Success Manager at arenaflex, you will be responsible for:

• Maintaining and growing the customer base through base change management, mitigating attrition, minimizing credits and re-rates, and managing the customer experience
• Providing quotations, processing orders, implementing and completing the billing process, and account realization to increase sales
• Upselling and conducting consultative pre-selling to drive new business through time and customer management
• Assisting sales to drive new business through time and customer management
• Providing strategic consultations for the customer base to uncover new opportunities
• Working with sales, marketing, and product to help implement compelling sales and marketing programs targeted to specific financial market segments
• Tracking base performance and developing strategies and tactics to continuously improve base growth
• Collaborating with cross-functional departments to optimize overall revenue

Account Maintenance

* Reviewing and processing controls for issuing credits

• Securing financial awareness of customer profiles (e.g., billing audits, spend, billing reports)
• Updating arenaflex internal systems with customer profiles/records
• Interfacing with arenaflex finance collections and customers
• Working with arenaflex legal department to ensure a high level of business acumen in respect of customer contracts
• Understanding customer's standard and bespoke contractual obligations, service level agreements (SLAs), pricing, and discount structures
• Managing customer reporting and visibility of service performance through the arenaflex Xchange Portal
• Overseeing the development and enhancement of customer reporting improvement initiatives
• Ensuring customers are registered and educated on the arenaflex Xchange Customer Portal
• Ensuring customers are registered to the arenaflex University (Unigy E-learning, ILT & DLT)

Training & Cutover

* Interfacing with project management, sales, and installation departments to discuss user training and cutover coverage

• Scheduling and performing customer user training on the features and functionality of all arenaflex turret platforms
• Providing the customer with customized training material for new products and features
• Providing floor support on go-live day, reacting to issues encountered at cutover, and following up with project manager and service technician until resolution of trouble is completed

Administration

* Working closely with internal arenaflex departments and the customer to resolve complaints and issues

• Assisting with maintaining customer-related data within internal arenaflex systems
• Supporting special requirements and providing feedback to IT for eventual automation

Experience and Skills Requirements

* At least 3 years within a customer relationship/sales account management environment

• Open to working in an IT and telecommunication industry
• Customer lifecycle management
• Involvement and participation in customer-facing circumstances
• Working with large global accounts
• Managing complex and bespoke customer contracts and pricing
• Exposure to the trading floor environment
• Intermediate level PC skills required, MS Office Suite, PowerPoint knowledge required

Additional Information

* arenaflex believes in hybrid working, creating an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together.

• You will spend around 60% of your time in the office and around 40% of your time working remotely.
• Your precise work schedule will be determined by you and your line manager before commencement of employment with arenaflex.
• You can explore more about our culture, offerings, and commitment on www.arenaflex.com/careers/ and www.arenaflex.com/about-us/about-arenaflex/.

arenaflex’s Work Culture

* arenaflex's work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential.

• We are a global ecosystem, full of diverse people that together made arenaflex what it is today.
• Our strength as an organization is the sum of our different backgrounds, perspectives, skills, and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.
• We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities, and striving for excellence.
• Our people have continued to deliver groundbreaking solutions to our clients for over 50 years.

How to Apply

If you are a motivated and results-driven individual with a passion for customer success, apply now to join arenaflex as a Customer Success Manager. Apply for this job