At arenaflex, we're on a mission to empower our customers to achieve their goals through innovative solutions and exceptional support. As a key member of our team, the Customer Success Manager will play a vital role in ensuring our clients' success by providing proactive guidance, strategic recommendations, and personalized support. If you're a driven, customer-centric professional with a passion for technology and a knack for building strong relationships, we want to hear from you!
**About arenaflex**
arenaflex is a global industrial technology innovator with a startup spirit. We accelerate transformation across a broad range of applications, including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale.
**Job Summary**
As a Customer Success Manager at arenaflex, you'll be responsible for coordinating product adoption, product advocacy, light-training, advocacy, retention, and outcomes for our clients. This role requires a strategic problem solver and an organized doer who can ensure client needs are met. You'll work closely with our clients to understand their business objectives and strategy, and provide recommendations on ServiceChannel standard methodologies, processes, and configurations that align with their goals. Your primary focus will be on driving incremental value and adoption of our products throughout the customer lifecycle.
**Key Responsibilities**
* Proactively recommend ServiceChannel standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of ServiceChannel's product offering throughout the customer lifecycle.
* Establish and supervise the customer's adoption, training and development, and utilization of ServiceChannel's products to continually drive incremental value. Build and execute Success Plans for each customer in book of business.
* Foster client engagement with the ServiceChannel Analytics platform to drive data-driven decision making.
* Manage technical integrations for key customers and strategic accounts.
* Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.
* Lead customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are met.
* Proactively communicate relevant ServiceChannel news and product developments to clients.
* Collect and communicate intelligent customer feedback to drive ongoing product improvements.
* Work cross-functionally with ServiceChannel teams to set strategies for customer success.
* Be a client advocate, while keeping ServiceChannel values and initiatives in mind.
* Provide internal communications regarding Customer's configuration, usage information, satisfaction of the system, and churn risk.
* Provide light training and guidance to Client and Service Providers on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
* Create and conduct quarterly or yearly Business Reviews with your customers.
**Essential Qualifications**
* Bachelor's Degree
* 2+ years of experience in customer success, project management, or support
* Proven examples of success outcomes and value delivery
* Excellent written and verbal communication, strong interpersonal skills
* Ability to travel 2-3 times a quarter
* Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences
* Enthusiasm about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
* Comfortable scheduling, managing, and running presentations, both remotely and onsite, with internal and external senior leaders and team members
* Solid project management skills with ability to multitask and prioritize
* Experience driving organizational change initiatives
* Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills
* Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the caller as well as following processes correctly
* Adaptive and responsive to feedback and open to updating processes where required
* Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations, and program development efforts
**Preferred Qualifications**
* Experience and/or familiarity with ServiceChannel
* Facility Management or Procurement/Finance experience or Customer Success experience
* Experience with Salesforce and Gainsight
**What We Offer**
* Competitive salary range: $71,100.00 - $132,100.00
* Bonus or equity opportunities
* Excellent benefits package, including medical, dental, vision, life, and LTD insurance, HSA, and a 401(k) retirement plan
* Opportunities for growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**Why Join arenaflex?**
* We believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
* We believe in us. We believe in the power of people working together to solve problems no one could solve alone.
* We believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.
**How to Apply**
If you're a motivated, customer-focused professional with a passion for technology and a knack for building strong relationships, we want to hear from you! Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear your story and learn more about your qualifications.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. arenaflex is also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at
[email protected].