Experienced Associate Customer Success Manager – Customer Engagement and CX Automation

At arenaflex, we believe that customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.arenaflex.com. Overview of Job Function: The Associate Customer Success Manager (CSM) serves as a customer and company advocate, striving to become a trusted advisor to the customer. The role requires customer service skills, a passion for the product, and a commitment to ensuring customer happiness and the value of the overall solution. The CSM will be responsible for learning arenaflex Product Solutions and applying this knowledge in all aspects of the job. Principal Duties and Essential Responsibilities:

• Assist in delivering value to customers by understanding customer outcomes, business challenges, key KPIs, and providing recommendations.
• Support creating and delivering a success roadmap that aligns with each customer's unique business goals and objectives.
• Help drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are arenaflex evangelists.
• Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes.
• Learn and become a subject matter expert on assigned arenaflex Product Solutions so that you can speak and demonstrate intelligently about the product's value and usage.
• Assist in the ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions.
• Identify Expansion Opportunities to drive revenue growth.
• Work with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight.
• Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned.
• Bring intelligent product feedback and recommendations from customers back to the product team.
• Advocate customer needs/issues cross-departmentally.
• Act as one of the functions echoing the voice of the customer within arenaflex, ensuring that customer feedback and needs are effectively communicated within the organization.

Minimum Requirements: * Bachelor's degree or equivalent experience * Minimum of 0-3 years of experience in a customer-facing role focused on Customer Success * Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment * A "do what it takes" mentality * A strong sense of urgency to perform actions quickly * Detail-oriented * Strong team player but a self-starter that can operate independently * Proficiency in multitasking, such as handling escalation calls in the morning, conducting best practices calls during mid-day, facilitating onboarding meetings in the afternoon, etc. * Ability to effectively and successfully handle customer service issues and conflict situations * Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations Preferred Requirements: * Proven ability to support continuous value of our product(s), with a passion for customers to help them succeed * Prior experience in closing renewals and/or professional services opportunities * Experience managing customers of various sizes and knowing how/why to manage them differently * Experience with Totango or other success platforms * Experience in a CCaaS or CX Automation environment * Experience with arenaflex products Work Environment and Company Culture: arenaflex is committed to creating a collaborative and inclusive work environment that celebrates diversity and promotes personal and professional growth opportunities. Our team members are passionate about delivering impactful results for our customers and are driven by a shared commitment to excellence. We offer a dynamic and fast-paced work environment that encourages innovation, creativity, and continuous learning. Career Growth Opportunities and Learning Benefits: arenaflex is committed to investing in the growth and development of our team members. We offer a range of training and development programs, including on-the-job training, mentorship, and access to industry-leading conferences and events. Our team members have the opportunity to take on new challenges and responsibilities, and we encourage career advancement and professional growth. Compensation, Perks, and Benefits: arenaflex offers a competitive compensation package, including a base salary range of $70,000 to $80,000, depending on experience. We also offer a range of benefits, including health insurance, retirement savings, and paid time off. Our team members enjoy a dynamic and supportive work environment, with opportunities for professional growth and development. How to Apply: If you are a motivated and customer-focused individual with a passion for delivering exceptional results, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Equal Opportunity Employer: arenaflex is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. arenaflex has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. arenaflex operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices. For US Applicants: arenaflex offers a comprehensive benefits package, including health insurance, retirement savings, and paid time off. Please visit our website at www.arenaflex.com to learn more about our benefits and compensation package. Apply for this job