Associate Enterprise Customer Success Manager – Restaurant Industry Expertise

At arenaflex, we're revolutionizing the restaurant industry with our cutting-edge cloud-based platform, providing a unique, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're and always will be "Best in Class" – and we want that for you too! As an Associate Enterprise Customer Success Manager, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences. You'll partner with the Sales team, the Onboarding team, and the product team to ensure successful launch, adoption, and outcomes. You'll manage the long-term relationship by becoming a trusted advisor to some of our largest and most strategic customers. You'll work with executive stakeholders and champions to provide our enterprise and strategic customers the highest level of service. As a member of this team, you'll set the bar for customer service and drive business growth through strategic partnerships.

Key Responsibilities:

* Develop long-term relationships with enterprise-level customers, leading to high adoption, retention, and customer satisfaction

• Ensure delightful experiences for clients in your portfolio during all stages of the customer journey
• Strategize with customers to meet and exceed their target goals and ROI
• Handle escalations and work cross-departmentally to issue resolution
• Set, drive, and guide project expectations with executive stakeholders
• Facilitate change management across key stakeholders and roles
• Ensure enterprise customers are successful with the product presale through launch
• Attend onsite meetings, conferences, and trade shows
• Partner with enterprise AEs for expansion and growth opportunities
• Develop plans specific to the restaurant industry that help enterprise franchise brands support their franchise community with our software
• Infuse clients with industry best practices to help them grow and thrive
• Facilitate client meetings both in person and online
• Act as liaison between customers, product managers, and executive management to provide feedback on new feature developments
• Track and drive key client metrics such as usage, health, CSAT, and net promoter scores
• Maintain brand profiles and documentation
• Responsible for reaching assigned targets for customer KPIs
• Track product enhancements and provide timelines specific to customers in your portfolio and ensure transparent communication with stakeholders
• Maintain healthy Salesforce and Gainsight records
• Participate and lead sessions at user groups and client-facing webinars
• Other duties as assigned

What You'll Need to Be Successful in This Role:

* 3+ years of experience as a Customer Success Manager or equivalent

• 3 to 5 years of experience in restaurant operations or equivalent
• Ability to travel up to 20%
• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint
• Clear communicator with a professional presence
• Ability to lead through influence
• Comfortable working with C-level executives
• Proficient in Salesforce or other CRM
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills, with the ability to work independently without supervision
• Strong technical aptitude with experience communicating across multiple platforms

Desired Qualifications:

* Previous arenaflex experience

• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

arenaflex Team Member Benefits & Perks:

* Compensation: arenaflex focuses on equitable pay for our team and aims for transparency with our pay practices. This position has a salary range of $70K-$98K + Bonus/Commission. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location.

• Ability to work remote or hybrid
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

Why Join Our Amazing Team?

* We're a community that prides itself in creating innovative solutions and producing quality work

• Our product is the secret ingredient that makes a real difference to restaurants nationwide
• The open-concept work environment that we've created is casual, collaborative, and cultivates communication

Equal Opportunity Employer:

arenaflex is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.

Apply Now:

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Note:

arenaflex is committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and perspectives. Apply for this job