Experienced Customer Success Manager – Homecare and Healthcare Industry Expert

At arenaflex, we're revolutionizing the home and community-based care industry with our cutting-edge technology platform. Founded in 2008, arenaflex was born out of a passion to create a comprehensive end-to-end homecare solution that empowers individuals to thrive in their homes and communities. Our team is dedicated to transforming the healthcare space by building a homecare ecosystem that connects patients, personal care providers, managed care organizations, and states. We're seeking an experienced Customer Success Manager to join our growing team in Pennsylvania, New Jersey, or the New York City Metro Area. As a key member of our team, you'll play a vital role in ensuring the success of our clients by delivering exceptional service, support, and solutions that meet their unique needs.

About the Role

As a Customer Success Manager at arenaflex, you'll be responsible for building and maintaining relationships with our clients, understanding their needs, and serving as their primary point of contact for day-to-day operational items. You'll work closely with our clients to ensure their satisfaction and retention, while also identifying opportunities to grow their business with arenaflex.

Key Responsibilities

* Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items

• Ensure client retention through delivery of exceptional service and support
• Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution
• Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape
• Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals
• Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership
• Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
• Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives
• Lead tailored product demonstrations to show the value of additional arenaflex solutions
• Remain updated on industry knowledge, risks, and opportunities and build expertise in arenaflex's products and offerings
• Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required
• Collaborate with sales team to identify and grow opportunities within market
• Address gaps in implementation, services, support, and/or client needs
• Manage a set of KPIs to drive increased customer satisfaction, including support metrics, turnaround times, ticket backlog volumes, etc.

Other Responsibilities

* Other duties as assigned by supervisor or arenaflex leader

Travel Requirements

* Travel 10-25%, including overnight travel

Required Education, Experience, Certifications, and Skills

* Bachelor's degree required

• 3+ years of client service experience required
• Experience with healthcare/homecare industry preferred and/or experience with SaaS platforms/operational software preferred
• Experience with a partner ecosystem preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong client relationship management skills with the ability to creatively solve problems to meet client needs
• Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
• Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
• Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
• Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
• Proficiency in Salesforce and MS Office Suite
• Negotiation skills at all management levels with a high measure of authority in critical situations
• Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
• Strong problem-solving and analytical skills
• Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
• Passion for customer satisfaction with a great desire to succeed

Additional Information

* The base salary range for this US-based, full-time, and exempt position is $93,000 - $103,000, not including variable compensation. An employee's exact starting salary will be based on various factors, including but not limited to experience, education, training, merit, location, and the ability to exemplify the arenaflex core values.

• This is a benefits-eligible position, offering competitive health plans, paid time-off, company-paid holidays, 401K retirement program with a Company elected match, and other company-sponsored programs.
• arenaflex is an equal-opportunity employer, committed to providing employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

If you're a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job