Experienced Customer Success Specialist – Drive Client Success and Growth at arenaflex

At arenaflex, we empower our customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on arenaflex every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed arenaflex in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Join arenaflex's Customer Success Team

We are seeking an Experienced Customer Success Specialist to be part of our growing arenaflex Customer Success Team. In this role, you will be responsible for managing the needs of Small Business clients, resolving inbound questions, and maintaining the annual renewal processing. Ultimately, you will assist Small Business clients in achieving their business goals and finding the most value with their investment in arenaflex products. You are the customer's trusted partner, with the goal of driving our customer's success and establishing loyal relationships with arenaflex.

How Will You Contribute?

As an Experienced Customer Success Specialist, you will:

• Deliver a high level of responsiveness to assigned accounts
• Host meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation
• Work with clients via retention cases, prevent and manage churn
• Track activities in Salesforce.com, and accurately log outcomes of customer discussions
• Consistently meet or exceed target customer activity metrics and SLO's
• Manage assigned client contracts, invoices, billing, SLA reporting requirements
• Process contract changes including add-on services, downgrades, and cancellations
• Create accurate quotes and obtain purchase orders for arenaflex services (exports, imports, and 1x training fees)
• Identify additional add-on services to grow account partner with sales for new opportunities identified
• Effectively manage and drive closure of renewal business
• Identify At-Risk clients and determine needed remediation path
• Take ownership for resolving customer issues; Partner with other internal teams to ensure client's needs and resolution with escalated issues are being met
• Drive client adoption of arenaflex products and services via leading trainings or recommendations for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders
• Prepares and hosts Business Reviews for top assigned accounts
• Other duties as assigned.

What Will You Bring?

To be successful in this role, you will bring:

• 1+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments
• BA/BS degree or 4+ years' experience in customer success in lieu of degree
• MS Office Suite knowledge
• Effective oral and written communication skills
• Strong organizational skills
• Detail oriented
• Proficiency at juggling multiple tasks
• Ability to quickly understand questions and problem solve
• Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
• Ability to deliver presentations to senior leaders, accounting, and/or technical audiences

What We Offer

At arenaflex, we offer a competitive compensation package, including:

• A salary range of $60,000 - $80,000 per year, depending on experience and qualifications
• Bonus programs that recognize and reward outstanding performance
• Comprehensive benefits, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment

Our Culture

At arenaflex, we value diversity, equity, and inclusion. We believe that providing opportunities for everyone to be their authentic self is key to our success. Our culture is built on the principles of innovation, humility, and humor. We work closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale.

How to Apply

If you are a motivated and customer-focused professional looking for a challenging and rewarding role, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Note

The salary range listed above represents arenaflex's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process. The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty, and training. Local cost of living assessments are done for each new hire at the time of offer. Apply for this job