Experienced Customer Success Advisor – Drive Business Growth through Effective Technology Implementation

Are you a seasoned professional with a passion for customer success and a knack for implementing software solutions that drive business growth? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! At arenaflex, we're on a mission to empower businesses to elevate their digital presence and drive growth through our cloud-based, all-in-one white-label marketing and sales platform. As a Customer Success Advisor, you'll play a critical role in helping our customers achieve their goals by implementing our software and providing exceptional support.

About arenaflex

arenaflex is a global leader in the marketing and sales technology space, serving over 2 million businesses across 15+ countries. Our platform processes over 15 billion API hits and handles more than 2.5 billion message events every day. We're proud of our global, remote-first environment, where innovation thrives, ideas are celebrated, and people come first.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark – and we get to help make that happen.

Who You Are

As a seasoned Customer Success Advisor, you'll be the subject matter expert on software business growth through the effective use of technology. You'll utilize your expertise in business process/change management and software technologies to implement software best practices and ensure adoption and success with arenaflex software. Your responsibilities will include:

• Listening and fully understanding customer requirements and 'pain points' and translating customer requirements into implementation plans
• Developing, coordinating, and executing implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery
• Designing, creating, and managing applications, and software integration/migration deployments
• Implementation services are delivered within scope or managing any changes in project scope, plans
• Identifying potential issues and collaborating with leadership when needed, to develop contingency plans
• Working with other departments and personnel to ensure information on customer needs are communicated
• Following up relentlessly with lagging or non-engaging accounts to ensure they implement arenaflex successfully in their business
• Assisting in Educational webinars, workshops, and more
• Staying up to date with product features and releases
• Identifying opportunities to streamline procedures, enhance revenue, and improve product efficiency
• Updating customer journey playbooks
• Demonstrating technical acumen to convert plans into workable solutions
• Communicating a passion for customer success with a team player attitude
• Monitoring, anticipating, and exceeding customer adoption and usage metrics (i.e., renewals and net promoter scores)
• Conducting analysis of approved customer content and creating a transition plan or migration plan
• Advising customers on best practices, risks, and changes that impact institutional processes and timelines
• Responsible for driving consulting milestones and achieving the agreed-upon implementation schedule
• Providing guidance to customers to address critical and/or outstanding issues impacting the successful Implementation
• Actively leading the consulting engagement throughout the implementation
• Driving collaboration between internal functional teams and customers to achieve milestones and deliverables
• Handling basic support requests during the implementation phase
• Developing a strong rapport with new accounts to ensure they are enthusiastic about arenaflex and set up for long-term success
• Always looking for ways to improve our onboarding delivery
• Maintaining product knowledge and consistent education
• Cross-training with other success functions

Responsibilities

* Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support

• 2-3 years of experience using arenaflex or other similar vertical solutions
• Strong skills, tact, and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills
• Ability to handle multiple tasks in a fast-paced environment
• Knowledge of internal systems preferred (arenaflex, Freshdesk, etc.)
• Strong understanding and proficiency in software solutions and professional service offerings
• 2+ years of customer consulting work experience preferred
• 2+ years of marketing experience is a plus!
• Strong verbal and written communication skills
• IT technical skills and platform integrations
• Experience in managing a diverse group and training each according to company standards
• Great communication skills, verbal, written, and presentation capabilities with both customers and leadership
• Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction
• Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment
• Strong analytical and organizational skills with superior attention to detail
• Ability to produce high-quality documents, SOP's, and customer journey Playbooks
• Strong computer literacy, including MS Office Suite, Internet applications, and comfort and ability

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a global leader in the marketing and sales technology space
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Flexible work arrangements and remote work options
• Access to cutting-edge technology and tools
• Opportunities to work with a diverse group of talented individuals

How to Apply

If you're a motivated and results-driven professional with a passion for customer success, 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 Employment Opportunity Information

arenaflex is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. Originally posted on arenaflex. Apply for this job