Experienced Customer Success Manager/Client Service Manager – Logistics Technology Startup

At arenaflex, we're revolutionizing the logistics industry with cutting-edge technology and innovative solutions. As a proactive and driven Customer Success Manager/Client Service Manager, you'll play a pivotal role in delivering exceptional customer success and ensuring seamless operations for our clients. If you're passionate about delivering outstanding customer experiences and thrive in a fast-paced environment, we want to hear from you.

About arenaflex

arenaflex is the emerging leader in Final Mile delivery technology, headquartered in Orlando, FL. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts. With a strong focus on innovation and customer satisfaction, we're committed to transforming the logistics industry.

Key Responsibilities

As a Customer Success Manager/Client Service Manager at arenaflex, you'll be responsible for:

• Proactively monitoring customer health to identify potential retention risks and growth opportunities
• Fostering strategic alignment with assigned clients, understanding their business objectives, and providing proactive strategies to enhance their success
• Aligning client strategic objectives with our platform capabilities, ensuring that our solutions meet and exceed their evolving needs
• Being the trusted advisor by cultivating relationships with assigned customers, assisting them with issues, leading regular meetings, and consistently delivering a positive, customer-centric approach
• Conducting Quarterly Business Reviews (QBRs) with clients to review performance, identify opportunities for improvement, and align on strategic initiatives
• Collaborating with client and internal leadership to align transportation revenue projections and develop strategies to achieve mutual growth targets
• Serving as a customer advocate by capturing consistent feedback and fostering continuous improvement to relevant internal teams, including Support, Product Management, Transportation, and Development
• Taking ownership of technical and transportation SLAs and ensuring proper escalation of unresolved issues to ensure they are handled within contracted timeframes
• Generating accurate and timely reports showcasing relevant data such as Delivery stats (SLA, Order data, Coverage, etc.), CSAT, NPS, and various Technology data
• Staying attuned to cross-sell and upsell opportunities within client accounts, working closely with sales teams to capitalize on revenue growth potential
• Creating and maintaining knowledge base notes, articles, and SOPs to support ongoing customer success initiatives
• Performing other related duties as assigned

Requirements

To succeed in this role, you'll need:

• 3+ years of experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management
• Experience in the logistics or transportation industry is a bonus
• Strong phone, written, and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated, and a true team player
• Experience working with senior and executive-level customer contacts
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent time management and project management skills
• Understanding of Internet and web applications with a desire to learn new technologies
• Well-organized, with high attention to detail and the ability to prioritize
• Proficiency with MS Office
• Experience with ClickUp, PowerBI, ZenDesk, and/or Miro are a plus
• Ability to work outside of normal Eastern Standard Time business hours as on-call support

What We Offer

As a valued member of our team, you'll enjoy:

• Competitive base compensation ($75,000 - $85,000 per year)
• Health and wellness Insurance with generous company contribution (medical, dental, vision)
• Company-paid life insurance, short-term and long-term disability
• 4% 401K match with immediate vesting of Company match
• Continuing Education Opportunities
• Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*

* Competitive Paid Time Off (PTO) Policy for Hourly Team Members* * Generous Company-paid Holidays

• Relaxed/casual work environment
• Standing desks
• Recreational and Video games
• Large breakroom and lounge
• Stocked kitchen and fridges
• Cappuccino machine
• Onsite restaurant and daily food trucks
• Offices conveniently located with quick access to I-4, SR-528, and Florida's Turnpike
• Ample free parking

Travel Policy

While arenaflex allows remote work for certain posted roles, noted as "Remote Work Available" on our website, a core requisite for all roles is that team members be willing and able to occasionally travel to our Orlando, Florida headquarters. All team members are required to participate in on-site onboarding at the onset of employment and then on an as-needed basis thereafter, as a condition of their employment.

How to Apply

If you're passionate about delivering exceptional customer success and thrive in a fast-paced environment, we want to hear from you. Please visit our website at [arenaflex.com/careers](http://arenaflex.com/careers) to view more details about what it's like to work at arenaflex, or to apply for this exciting opportunity.

Apply Now

Apply for this job *Note: arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Apply for this job