Director, Customer Success (arenaflex Focused)

At arenaflex, we're revolutionizing the logistics industry with cutting-edge supply chain technology and a team of brilliant minds. As a Director of Customer Success, you'll play a vital role in empowering logistics execution across North America and Mexico by delivering transformative solutions for our customers. If you're a seasoned professional with a passion for customer success and a knack for innovation, we want to hear from you.

About arenaflex

arenaflex is a leading provider of comprehensive logistics services, data-centric network solutions, and a seamlessly integrated platform. We've established ourselves as a key player in the mid-market segment within the freight tech industry, and we're committed to inspiring innovation across teams to provide transformative solutions for our customers. Whether you're just starting your career or are an established professional looking for your next opportunity, arenaflex offers a dynamic and supportive environment that fosters growth and development.

Purpose of Your Work

As a Director of Customer Success, you'll be responsible for overall customer satisfaction and relationship management for key customers within the arenaflex Business Unit. You'll partner with customers to create Success Plans for account growth opportunities, contribute to data expansion and KPI execution, and identify process efficiencies for an elevated service experience. Your expertise will be instrumental in driving customer retention and growth, and you'll have the opportunity to make a meaningful impact on the success of our customers.

Key Responsibilities

• Actively manage and own a portfolio of clients with a mixture of complexity and services based upon customer segmentation

• Develop a master-level understanding of the arenaflex department service offering and the corresponding processes, systems, and teams that support the service offering, especially arenaflexConnect and our Support Packages
• Act as a point of escalation for Delivery and Support teams to mitigate customer issues throughout the customer's journey at arenaflex
• Develop Strategic Account Plans and manage execution of customer goals
• Monitor relevant customer metrics such as support ticket resolution time and transaction throughput in arenaflexConnect
• Develop executive business review presentations to include performance KPIs, support metrics, and strategic account plan management
• Contribute to quarterly CS newsletter focusing on arenaflex features and releases
• Develop and own internal and external account reporting, including Customer Health, Business-at-Risk, and Contract Renewals
• Support customer transition efforts to Support and Customer Management teams after project or engagement go-live
• Manage account portfolio with 100% retention YOY
• Identify and close growth opportunities within client portfolio contributing to the overall team growth goals
• Ensure all client activities, documentation, and communication are documented in a timely fashion in arenaflex's repository (Confluence) and CRM (Salesforce)

You've Got This?

• Bachelor's Degree required

• 5+ years of experience in a customer-facing role within the transportation/logistics industry
• 2+ years of experience with Oracle Transportation Management (OTM) or Global Trade Management (GTM) (highly desired), other Transportation Management Systems
• Ability to effectively multitask and prioritize responsibilities and lead by example
• Ability to travel up to 50% for customer meetings and training
• Proven track record of successful problem-solving and critical thinking
• Intermediate understanding of creating and maintaining reporting, including using Microsoft Office products (Outlook, Excel, Word, and PowerPoint)
• In-depth understanding of building and maintaining customer relationships
• History of proven customer service as well as written and verbal communication skills

What We Offer

• Access to experts and resources for your Learning & Development journey

• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer, and rollover
• Paid parental leave
• Medical, dental, vision, and 401(k) plans (with match)
• Flexible spending account, mass transit, and dependent care plans available
• Health savings account, with an annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional benefits including pet insurance, accident care, access to legal advice, and more

Work Schedule

This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Compensation Range

$100,000 - $125,000 This position is eligible to earn annual incentives based on individual and company performance. The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job.

arenaflex is an Equal Opportunity Employer

arenaflex is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company's needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination, or any other aspect of employment on the basis of an individual's actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.

Apply to this Job

If you're a motivated and results-driven professional with a passion for customer success, we encourage you to apply to this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you! Apply for this job