At arenaflex, we're revolutionizing the logistics industry with our cutting-edge Final Mile delivery technology. As a proactive and driven Customer Success Manager, you'll play a pivotal role in delivering exceptional customer success in our rapidly evolving startup. As the linchpin between our clients and our innovative solutions, you'll take ownership of customer accounts, leveraging your expertise to ensure seamless operations and unparalleled satisfaction.
**About arenaflex**
arenaflex, headquartered in Orlando, FL, is the emerging leader in Final Mile delivery technology. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts. OmniPoint is the cornerstone of arenaflex's integrated final mile delivery solution, capturing, optimizing, executing, supporting, and following up on deliveries to provide a seamless experience for our clients and their customers.
**Key Responsibilities**
As a Customer Success Manager at arenaflex, your core focus will be on:
* Proactively monitoring customer health to identify potential retention risks and growth opportunities
* Fostering strategic alignment with assigned clients, understanding their business objectives, and providing proactive strategies to enhance their success
* Aligning client strategic objectives with our platform capabilities, ensuring that our solutions meet and exceed their evolving needs
* Being the trusted advisor by cultivating relationships with assigned customers, assisting them with issues, leading regular meetings, and consistently delivering a positive, customer-centric approach
* Conducting Quarterly Business Reviews (QBRs) with clients to review performance, identify opportunities for improvement, and align on strategic initiatives
* Collaborating with client and internal leadership to align transportation revenue projections and develop strategies to achieve mutual growth targets
* Serving as a customer advocate by capturing consistent feedback and fostering continuous improvement to relevant internal teams, including Support, Product Management, Transportation, and Development
* Taking ownership of technical and transportation SLAs and ensuring proper escalation of unresolved issues to ensure they are handled within contracted timeframes
* Generating accurate and timely reports showcasing relevant data such as Delivery stats (SLA, Order data, Coverage, etc.), CSAT, NPS, and various Technology data
* Staying attuned to cross-sell and upsell opportunities within client accounts, working closely with sales teams to capitalize on revenue growth potential
* Creating and maintaining knowledge base notes, articles, and SOPs to support ongoing customer success initiatives
**Requirements**
To succeed in this role, you'll need:
* 3+ years of experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management
* Experience in the logistics or transportation industry is a bonus
* Strong phone, written, and verbal communication skills with excellent presentation skills
* Confident, high energy, self-motivated, and a true team player
* Experience working with senior and executive-level customer contacts
* Demonstrated ability and desire to work and excel in a fast-paced environment
* Excellent time management and project management skills
* Understanding of Internet and web applications with a desire to learn new technologies
* Well-organized, with high attention to detail and the ability to prioritize
* Proficiency with MS Office
* Experience with ClickUp, PowerBI, ZenDesk, and/or Miro are a plus
* Ability to work outside of normal Eastern Standard Time business hours as on-call support
**Work Environment and Company Culture**
arenaflex offers a relaxed and casual work environment, with a focus on collaboration and innovation. Our team is passionate about delivering exceptional customer success and is committed to making a meaningful impact in the logistics industry. We offer a range of benefits and perks, including:
* Competitive base compensation
* Health and wellness Insurance with generous company contribution (medical, dental, vision)
* Company-paid life insurance, short-term and long-term disability
* 4% 401K match with immediate vesting of Company match
* Continuing Education Opportunities
* Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members
* Competitive Paid Time Off (PTO) Policy for Hourly Team Members
* Generous Company-paid Holidays
* Relaxed/casual work environment
* Standing desks
* Recreational and Video games
* Large breakroom and lounge
* Stocked kitchen and fridges
* Cappuccino machine
* Onsite restaurant and daily food trucks
* Offices conveniently located with quick access to I-4, SR-528, and Florida's Turnpike
* Ample free parking
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to the growth and development of our team members. We offer a range of opportunities for career advancement, including:
* Professional development and training programs
* Mentorship and coaching
* Cross-functional projects and collaborations
* Opportunities for advancement to leadership roles
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including:
* Annual base compensation between $75,000 to $85,000
* Variable compensation incentive pay through cross-sell and up-sell opportunities
* Comprehensive benefits package, including health and wellness insurance, company-paid life insurance, short-term and long-term disability, and 401K match
**How to Apply**
If you're a motivated and customer-focused professional looking to make a meaningful impact in the logistics industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.