Experienced Customer Solutions Consultant – AI Customer Service Transformation

At arenaflex, we're revolutionizing the way companies deliver customer service by harnessing the power of AI. Our mission is to make customer service extraordinary for everyone, and we're looking for a talented Customer Solutions Consultant to join our Ada Accelerate team. As a key member of our team, you'll play a crucial role in ensuring our SMB and MME customers derive maximum value from our platform and services.

About arenaflex

arenaflex is an AI customer service company that's changing the game. Founded in 2016, we've powered over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com. Backed by over $250M in funding from top-tier investors, we're a pioneer in the management and application of AI in customer service. Our values are rooted in driving progress and continuous improvement, and we're committed to helping our customers achieve their goals through exceptional customer service.

About Ada Accelerate

Ada Accelerate is arenaflex's Customer Success program for 1:many support, targeted interventions, and data-driven insights to grow and retain SMB/MME customers at scale. Our goal is to ensure our customers achieve maximum value from our platform and services, and we're looking for a Customer Solutions Consultant to help us achieve this goal.

Key Responsibilities

As a Customer Solutions Consultant, you'll be responsible for:

• Providing customer success and support to arenaflex's SMB and MME customers through resolving customer inquiries, advising with AI expertise, and ensuring optimal value realization of the platform.
• Leveraging internal tools, utilizing AI and automations to support surfacing actionable customer insights at scale.
• Designing and executing automated and human-touch strategies (e.g., proactive touchpoints, demos, renewal discussions, strategy sessions) that drive revenue and retention.
• Collaborating across Professional Services, Customer Solutions, Sales, Revenue Operations, Data Analytics, Product, and Marketing to align resources, share insights, and drive towards common goals.

About You

We're looking for a talented individual with:

• 2+ years of Customer Success, and/or strategy, management, implementation, technology consulting experience, ideally in a scaled CS model.
• Working knowledge of APIs and a common understanding of SaaS platforms (e.g. Shopify, Salesforce, Zendesk, Hubspot, etc.).
• Excellent communication and presentation skills, with the ability to effectively explain technical concepts to non-technical audiences.
• Strong interpersonal skills as you will be required to engage with technical and non-technical champions across the table. Experience building relationships with senior stakeholders is a plus.
• Technically and analytically curious, where you demonstrate the ability to be a perpetual learner and love to make new discoveries and improve the status quo.
• Resourceful and tenacious, able to thrive in ambiguity and guide/inform decisions with data-driven insights.
• Reliable and resilient team player with a start-up mentality able to deliver on your commitments whilst managing multiple competing priorities in a fast-paced constantly-changing environment.

Outcomes

As a Customer Solutions Consultant, you'll be responsible for:

• Identifying at-risk customers and implementing personalized engagement strategies to improve retention and satisfaction.
• Handling escalated customer success inquiries and requests to the Accelerate ticket queue, providing additional support where needed and facilitating syncs as required.
• Hosting ad-hoc meetings for customers, providing Q&A and live support at scale.
• Driving adoption and utilization of the platform with a focus on increasing automated resolutions for existing customers.
• Collaborating with Product Management, Engineering, and Marketing to continuously provide feedback and improve arenaflex's products and marketing.
• Proactively engaging with new customers, projects, and internal teams, ensuring continuous alignment and staying ahead of emerging needs and opportunities.

Benefits & Perks

At arenaflex, we prioritize your well-being, growth, and work-life balance. Here's what we offer:

Unlimited Vacation:

Recharge when you need to.

Comprehensive Benefits:

Extended health coverage, dental, vision, travel, and life insurance.

Wellness Account:

Empowering you to invest in your overall well-being and lifestyle.

Employee & Family Assistance Plan:

Resources to support you and your loved ones.

Flexible Work Schedule:

Balance your work and personal life.

Remote-First, In-Person Friendly:

Options to work from home or at our local hub.

Learning & Development Budget:

Invest in your long-term growth goals and skills.

Work from Home Budget:

Equipping you with the tools and support for a seamless remote work experience.

Access to Cutting-Edge AI Tools:

Work with the best AI tech stack in the industry.

Hands-On with LLMs:

Enhance your expertise in leveraging large language models.

A Thriving Industry:

Join the forefront of innovation in AI, shaping the future of technology.

Compensation

The expected salary range for this position is $107,000 to $128,000 CAD OTE. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.

How to Apply

If you're passionate about customer service and AI, and you're looking for a challenging and rewarding role, we'd love to hear from you. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Thank you for considering arenaflex as your next career step. We look forward to hearing from you! Apply for this job