Enterprise Customer Experience Expert – Delivering Exceptional Support and Solutions to Arenaflex's Enterprise Customers

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join Arenaflex as an Enterprise Customer Experience Expert, where you will play a critical role in ensuring our enterprise customers receive the highest level of support and solutions to drive their success.

About Arenaflex

Arenaflex is a leading provider of intelligent automation solutions, trusted by over 10,000 customers worldwide, including many Fortune 500 companies. With a rich history of innovation and excellence, we have created a culture that values respect, transparency, and simplicity. Our team of 800+ colleagues, spread across 15 countries on four continents, is passionate about delivering exceptional customer experiences and driving business growth.

The Role

As an Enterprise Customer Experience Expert, you will be the primary contact for our enterprise customers, ensuring they receive full value from their support contracts through tailored solutions that meet their technical and business objectives. You will leverage your expertise in OCR, Intelligent Document Processing (IDP), and automation to create, optimize, and implement automation solutions that improve customer processes. Your strong analytical and programming skills will enable you to diagnose complex issues, design innovative solutions, and improve system performance.

Key Responsibilities

* Enterprise Support Management: Serve as the primary contact for enterprise customers, ensuring they receive full value from their support contracts through tailored solutions that meet technical and business objectives.

• Technical Solution Design: Leverage expertise in Arenaflex tools (Vantage, FlexiCapture, FlexiLayout, FineReader Engine) and scripting to create, optimize, and implement automation solutions that improve customer processes.
• Proactive Engagement and Advocacy: Conduct regular check-ins and provide technical guidance to customers, ensuring evolving needs are met and advocating for customer priorities within the organization.
• Advanced Analytics and Troubleshooting: Apply strong analytical and programming skills to diagnose complex issues, design innovative solutions, and improve system performance.
• Expert Connects and Customer Health Monitoring: Conduct regular annual system health checks and track customer health metrics (e.g., system performance, configuration performance, user adoption, issue resolution) and address concerns that may impact satisfaction or retention.
• Code Quality and Support: Conduct in-depth code reviews and debugging to ensure high-quality, reliable implementations aligned with customer requirements.
• AI and Automation Integration: Utilize knowledge of generative AI and LLM models to innovate and optimize data extraction and processing solutions for customer needs.
• Customer Feedback and Improvement: Collect and analyze feedback, working with internal teams to enhance service quality and address common challenges.

Required Skills and Experience

* Technical Expertise: Minimum of 8+ years in OCR, IDP, and automation, with at least 3+ years specializing in Arenaflex tools (Vantage, FlexiCapture, FlexiLayout, FineReader Engine) and scripting.

• AI Knowledge: Familiarity with generative AI and LLM models, applying these technologies to develop customer solutions.
• Analytical Skills: Strong analytical abilities and programming experience to create effective, scalable business solutions.
• Soft Skills: Excellent communication, interpersonal skills, and work ethics.
• Code Quality: Expertise in performing thorough code reviews and efficient debugging.

Preferred Qualifications

* Experience with Enterprise Support Contracts: Previous experience managing enterprise support contracts, particularly in technology or software-as-a-service (SaaS) environments, is a plus.

• ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
• Technical Product Knowledge: Familiarity with Arenaflex's products and services, especially in the context of technical support, will be an advantage.

Why Join Arenaflex?

As an Enterprise Customer Experience Expert, you will play a key role in ensuring our enterprise customers receive exceptional service and support, contributing to their success and long-term satisfaction. You will enjoy a dynamic and supportive work environment, where innovation and excellence are encouraged and rewarded. Our comprehensive benefits package includes:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions to support your physical and mental well-being
• A generous paid time off policy
• Work from home, remotely, or hybrid options
• Partial compensation for glasses and lenses
• Private health insurance
• Volunteering Time Off (2 days/year)
• SZÉP Card for recreational activities
• 3 extra days/month for 'sick leave' without doctors visit
• Flexible working hours

What We Offer

At Arenaflex, we value our employees' growth and development.

We offer

• Opportunities for career advancement and professional growth
• Access to cutting-edge technologies and innovative solutions
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and development programs
• Flexible work arrangements to balance work and personal life

How to Apply

If you are a motivated and experienced professional with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant skills and experience. We look forward to hearing from you! Apply for this job