Experienced Customer Success Manager, Strategic Accounts – Drive Long-Term Success for arenaflex's Largest Customers
Are you a seasoned customer success professional with a passion for building strong relationships and driving business growth? Do you thrive in a fast-paced, entrepreneurial environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Customer Success Manager, Strategic Accounts to join our team and help us deliver exceptional customer experiences to our largest and most strategic customers.
About arenaflex
arenaflex is a leading provider of innovative software solutions that help businesses streamline their operations and achieve their goals. Our team is dedicated to delivering exceptional customer experiences and building long-term relationships with our clients. We're a dynamic and fast-paced organization that values innovation, collaboration, and continuous learning.
Job Summary
As a Customer Success Manager, Strategic Accounts, you will be responsible for managing the long-term success of arenaflex's largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). You will create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end users.
Responsibilities
* Develop strong working relationships with corporate contacts in strategic accounts
- Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users
- Collaborate with customers and product managers to manage product enhancement requests
- Act as a subject matter expert on custom product features for strategic accounts
- Manage initiatives to increase product adoption, customer satisfaction, and evangelism
- Analyze user engagement data and identify actionable insights - KPIs will be reported on regularly
- Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
- Build and present business reviews and provide recommendations to reinforce the value of arenaflex
- Act as an escalation point on customer support tickets
- Update account and contact records for strategic accounts to ensure accurate reporting
- Identify areas for improvement in the customer experience, both in our product and processes
- Onboard new customers to arenaflex - Customer Success Managers primarily own the long-term relationship with customers, but may assist with new customer onboarding as needed
Qualifications
* 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success
- Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate, and work well with others
- Exceptional account management skills and project management skills with strict attention to detail
- Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
- A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks, and issues
- Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions
- Team player with strong communication and organizational skills, and an ability to "roll with the punches"
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