Experienced Customer Success Manager - Identity and Access Management (IAM) - UK

Join arenaflex, a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. At arenaflex, we're on a mission to empower organizations to thrive in a world of digital transformation. Our Enterprise Identity Cloud gives customers unparalleled visibility, control, and intelligence to better defend against threats while empowering users with right-time, right-level access to the digital technologies and tools they need to do their best work. As a Customer Success Manager - Identity and Access Management (IAM) at arenaflex, you'll play a critical role in driving customer success by providing customer advisory, adoption recommendations, opportunities for increased service, and metrics analysis.

About arenaflex

arenaflex is a leading provider of Identity Authority platforms, built to power and protect the world at work. Our innovative services and products are designed to help organizations navigate the complexities of digital transformation while minimizing cyber risk. With a strong focus on customer success, we're committed to delivering unparalleled value to our customers through our Enterprise Identity Cloud.

Key Responsibilities

As a Customer Success Manager - Identity and Access Management (IAM), you'll be responsible for managing customer loyalty and adoption of arenaflex's innovative services and products using our customers' business objectives and priorities as the key driver. Your success will be measured by higher customer happiness, retention, and expansion of arenaflex's business.

Key Responsibilities:

* Serve as the primary point of contact for customers, providing exceptional customer service and support.

• Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process.
• Develop excellent relationships with customers, up to C-level executives, to drive product adoption and ensure they achieve full business value.
• Develop a deep understanding of customer's identity and access governance landscape and business challenges, advising on possible solutions delivered by arenaflex's product.
• Partner with internal arenaflex teams to align product development and support activities with the customer's business case and strategy.
• Represent the customer in internal prioritization process.
• Proactive preparation for important events (go-lives, releases, etc.).
• Develop and maintain an accurate account plan/success plan for each customer in the portfolio.
• Develop and monitor key performance indicators and review monthly for necessary corrective actions.
• Monitor and identify utilization trends, provide recommendations based on risk and customers' needs.
• Plan education for customers on new features and releases.
• Manage renewal pipeline, including potential at-risk customers, to remediate and ensure a successful renewal.
• Assist with the management of delivery projects.
• Assist with transformation and process improvements across the organization.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product.

What You Bring

To succeed in this role, you'll need to bring the following skills and experience:

• Knowledge and experience in Identity and Access Management (IAM) required; cybersecurity and/or compliance background also very valuable.
• Identity Security practitioner preferred.
• Can-do attitude and a willingness to be a hands-on contributor.
• Previous experience within a customer success or application portfolio management role within a SaaS organization.
• Hands-on knowledge and experience in Identity and Access Management (IAM) and Security space.
• Strong knowledge of cloud architecture as well as on-premise IT landscape.
• Extensive experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
• Knowledge of security and compliance requirements.
• Excellent communication skills, including issue tracking, triaging, and crisis management.
• Team player with a strong ability to work collaboratively with cross-functional teams.
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Service Excellence.
• Proactivity, with a very strong what-could-go-wrong and how-to-avoid-it mindset.
• Available to travel up to 20%.

Additional Information

* We are not accepting applications from candidates based outside of the UK.

• If required for this role, you will:

+ Complete security & privacy literacy and awareness training during onboarding and annually thereafter. + Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures, such as: - Data Classification, Retention & Handling Policy - Incident Response Policy/Procedures - Business Continuity/Disaster Recovery Policy/Procedures - Mobile Device Policy - Account Management Policy - Access Control Policy - Personnel Security Policy - Privacy Policy

Why Join arenaflex?

At arenaflex, we're committed to creating a welcoming and positive work environment that fosters growth and learning opportunities. You'll experience tremendous growth and learning opportunities through challenging yet rewarding work that directly impacts our customers. If you're resilient and enjoy working in a dynamic environment, you belong with us!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apply Now

If you're passionate about customer success and want to join a high-growth, innovative company, apply now to become a Customer Success Manager - Identity and Access Management (IAM) at arenaflex. Apply for this job