Associate Enterprise Customer Success Manager – Driving Growth and Retention for arenaflex's Key Accounts

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a key player in our Customer Success team, the Associate Enterprise Customer Success Manager will play a pivotal role in driving growth, retention, and satisfaction for our most valued clients. If you're a seasoned professional with a passion for building strong relationships and driving business results, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to thrive in today's fast-paced market. Our team of experts is dedicated to delivering exceptional customer experiences, and we're committed to fostering a culture of innovation, collaboration, and growth. As a remote-friendly organization, we offer flexible work arrangements that allow our team members to thrive in a setting that suits their needs.

Job Summary

The Associate Enterprise Customer Success Manager will be responsible for managing key accounts' needs by acting as a trusted advisor and advocate. This strategic role will strengthen the partnership between arenaflex and our clients, driving revenue growth and retention. You'll work closely with our Sales, Customer Support, Training/Quality, Operations, IT, and Implementation teams to deliver exceptional service and solutions that meet our clients' evolving needs.

Responsibilities

As an Associate Enterprise Customer Success Manager, you'll be responsible for:

• Working directly with arenaflex clients and internal teams to retain and grow key accounts
• Responsible for retention and overall relationship management for an assigned number of arenaflex's key accounts
• Strategic account planning that maps out a path for high customer satisfaction, revenue growth, and client referrals
• Working closely with healthcare professionals, having familiarity with clinical terms, processes, and procedures
• Deep knowledge and understanding of all products, tools, and services offered by arenaflex
• Deep understanding of all internal programs and technology systems used to fulfill job responsibilities
• Acting as a trusted advisor and advocate
• Occasional travel to support client relationships and/or sales team
• Preparing and delivering informed Quarterly Business Reviews using internal systems and secure portals to prepare reports from available client data
• Coordinating and collaborating with multiple internal teams (Sales, IT, Implementations, etc.) to assure overall solid and consistent delivery of service to clients
• Leading and facilitating resolution of any client issue, change, or enhancement
• Proactively working with clients to introduce and implement enhancements of services, when applicable
• Creating meeting agendas, documenting meeting notes and client communications, and developing creative solutions within a set scope of available options
• Communicating effectively with all internal teams regarding client changes and/or updates
• Acting as a liaison between clients and internal teams
• Frequent and effective contact with clients, particularly during periods of implementing upgrades/changes to account
• Operating as a subject-matter expert (SME) for best practices and policies, at all times
• Upselling products/services to existing clients to build revenue, working toward the assigned revenue goal

Qualifications

To be successful in this role, you'll need:

• A Bachelor's Degree with 3+ years of large account management experience OR 5+ years of sales and/or account management experience required
• Previous experience working in the healthcare industry required, knowledge of post-acute space is strongly preferred
• Sales experience is strongly preferred
• Strong relationship development and management skills
• Experience utilizing strategic account management practices
• Excellent communication skills (oral, written & presentation)
• Ability to quickly learn key characteristics of new products/solutions and communicate the value of those solutions to customers
• Excellent problem-resolution skills
• Ability to develop and maintain relationships with C-Level executives
• Ability to establish oneself as a trusted advisor
• Capable of working both independently (self-motivated) as well as collaboration with various teams
• Ability to lead a diverse group in addressing customer needs (from clinicians and operators to C-Suite)
• Highly motivated and results-oriented
• Previous experience using Salesforce as the project reporting tool and forecast method preferred
• Ability to occasionally travel to support customers and/or industry conferences

What You'll Love About Working at arenaflex

* Great Company Culture: We're committed to fostering a culture of innovation, collaboration, and growth.

• Make an Impact: We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
• Rest and Relaxation: 2 weeks paid time off, paid holidays, and two floating holidays.
• Give back: Get paid to give your time to the community: ask us about this!
• Flexible Work Models: In-office, work-from-home, or hybrid, depending on position and location.
• Generous benefits package includes health insurance, 401K, PTO, dental, vision, life insurance, EAP.

Join Our Team

If you're a motivated and results-driven professional with a passion for building strong relationships and driving business results, we want to hear from you. Apply now to become a part of our dynamic team and help us drive growth and retention for arenaflex's key accounts. Apply Job! Apply for this job