Experienced Customer Success Manager – Higher Education Sector

At arenaflex, we're revolutionizing the way the world learns, and we're looking for a seasoned Customer Success Manager to join our team. As a key member of our Customer Success organization, you'll be responsible for driving the success of our North American Higher Education customers, ensuring their satisfaction, and retention. If you're passionate about education, have a knack for building strong relationships, and thrive in a fast-paced environment, we want to hear from you.

About arenaflex

arenaflex is a cloud company that's modernizing education and building the Future of Work. We're at the heart of the largest transformation in the history of teaching and learning, and we're committed to creating a personalized, student-centric experience that delivers improved retention, engagement, satisfaction, and results for learners of all ages. Our mission is to transform the way the world learns, and by doing so, we'll help improve human potential globally.

The Role

As a Customer Success Manager at arenaflex, you'll be the primary owner of the business relationship with our North American Higher Education customers. Your goal will be to drive their success as defined by them, establish productive and trusted relationships with Higher Education institutions, and ensure customer satisfaction and retention by driving customer adoption, stakeholder value, and advocating the full use of our Brightspace Learning Management System (LMS).

Key Responsibilities

* Manage key strategic arenaflex customers, with a focus on developing strong, referenceable relationships

• Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles, and risks
• Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks
• Assist customers with key internal projects driving the value of Brightspace in their environment
• Ensure cross-team customer collaboration
• Report against customer success criteria and manage initiatives to meet them
• Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
• Drive product adoption by setting adoption and usage targets with the customer that support their customer success goals
• Support Client Sales Executive during renewal process
• Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and arenaflex
• Coordinate and conduct regularly scheduled business reviews with the customer leadership and administration teams
• Serve as a key stakeholder during Implementation phase and facilitate transition out of implementation to support
• Develop a consultative relationship with each customer and work in conjunction with other arenaflex teams and SMEs to provide solution planning and execution
• Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency

Competencies

* 3+ years of experience in Customer Success, Account Management, or related roles

• Ability to build strong relationships and quickly establish credibility and rapport with senior-level and C-suite executives
• Experience establishing joint strategic goals with customers and measuring progress and outcomes
• Ability to collaborate cross-functionally across multiple internal and external teams
• High energy level, demonstrated drive to succeed, and a sense of urgency
• Excellent communication and analytical skills
• Experience within a fast-paced, growth organization is ideal
• Experience working in education technology or knowledge of business drivers for Higher Education is a plus
• Ability to travel approximately 30% of the time to customer locations
• Bachelor's degree required and/or equivalent experience preferred

Why Join arenaflex?

At arenaflex, we're dedicated to providing you with the tools to do the best work of your life. As a member of our team, you'll enjoy:

• Impactful work transforming the way the world learns
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments
• Employee wellbeing (Access to mental health services, EFAP program, financial planning, and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver, and Melbourne

Don't Meet Every Single Requirement?

We strongly encourage you to still apply! At arenaflex, we're committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

How to Apply

If you're passionate about education, have a knack for building strong relationships, and thrive in a fast-paced environment, we want to hear from you. Apply now to join our team as a Customer Success Manager and be a part of transforming the way the world learns. Apply To this Job Apply for this job