Experienced Customer Success Associate – Life Science Quality Management Platform
About arenaflex
arenaflex is on a mission to empower life science teams to launch and scale life-saving products. We're doing that by building a connected and integrated quality management platform for the entire life science ecosystem. arenaflex is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.
The arenaflex Team
The arenaflex team is all-remote, and currently distributed across North America, Europe, and Australia. We're a dynamic and innovative organization that values collaboration, creativity, and continuous learning.
The Opportunity
arenaflex's Customer Success team is looking for a Customer Success Associate to improve arenaflex's retention, customer growth, and customer experience. Through detailed account planning and management skills and focus on delivering top customer experience at scale, you will be responsible for renewal management, risk management, and growth for your customers.
Your Day-to-Day
Your day-to-day will be a mix of proactive and reactive work. The proactive work includes running customer meetings, handling renewals, up-sells, and some project management. The reactive will consist of support and general account management duties.
Key Responsibilities
* Be the key contact and advocate for your assigned customer list
- Improve Customer engagement and adoption through proactive touchpoints and driving Customers through an adoption journey
- Develop and deliver win/win outcomes for customer renewals that optimize contract terms while protecting and enhancing customer trust
- Partner with Account Management to drive upgrade revenue from new product feature adoption and expanded usage
- Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base
- Follow and adhere to standard methodologies for all internal processes including Opportunity Management, Risk Management, Quoting and Forecasting
Essential Qualifications
* 1-2 years in a customer-facing role managing B2B customer relationships, preferably in SaaS
- Proven expertise in driving win-win outcomes in contract negotiations
- Demonstrated experience as a trusted advisor to customers
- Adaptability to take on new projects and adjust to changing priorities
- Great communication skills across multiple mediums (video conference, phone, email)
- Experience with Salesforce.com, Catalyst, GSuite (or similar software)
- Exceptional organizational and time management skills
- The ability to thrive in a fast-paced environment
Preferred Qualifications
* Experience managing a book of business with accountability for renewal rate and growth
- Experience in detailed contract negotiations
- Experience in ownership of continuous improvement projects
Skills and Competencies
* Strong communication and interpersonal skills
- Ability to build and maintain strong relationships with customers and internal stakeholders
- Proactive and reactive problem-solving skills
- Experience with CRM software and data analysis
- Strong organizational and time management skills
- Ability to work in a fast-paced environment and adapt to changing priorities
Career Growth Opportunities and Learning Benefits
* Opportunities for professional growth and development in a dynamic and innovative organization
- Access to training and development programs to enhance your skills and knowledge
- Collaborative and supportive work environment with a diverse and inclusive team
- Flexible work arrangements to support work-life balance
Work Environment and Company Culture
* arenaflex is a remote-first organization with a distributed team across North America, Europe, and Australia
- Collaborative and supportive work environment with a diverse and inclusive team
- Flexible work arrangements to support work-life balance
- Opportunities for professional growth and development in a dynamic and innovative organization
Compensation, Perks, and Benefits
* Competitive salary
- Matching 401k (US)
- Medical, Dental, and Vision Benefits
- Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance (US)
- Unlimited vacation policy
- Company allowance for home office supplies
- 12 weeks paid parental leave (or country-specific)
A Note to Candidates
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that's okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described. Apply Job! Apply for this job