Experienced Customer Support Manager – Remote Customer Service and Technical Support

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Support Manager to join our team and lead our customer success efforts. As a key member of our support team, you will be responsible for providing top-notch support to our customers, ensuring their satisfaction, and driving business growth.

About arenaflex

arenaflex is a global business that welcomes bold ideas and all points of view. We believe that personal and corporate growth is best achieved by working together and always striving to get better without fearing failure. Our mission is to widen access to financial advice through leading technology that powers the advisory experience. We operate independently under our own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

Your Role

As a Customer Support Manager at arenaflex, you will be responsible for leading our customer success efforts, providing support to our customers, and driving business growth. Your primary responsibilities will include:

• Providing support for our arenaflex office and portfolio customers, including new customer onboarding, responding to customer requests for assistance, and managing and coordinating the escalation of support requests.
• Maintaining a positive, cooperative, and professional relationship with our customers.
• Assisting with the onboarding of new customers and training them on the arenaflex office and Portfolio system capabilities.
• Increasing solution adoption by highlighting additional features that would be beneficial to their overall business.
• Providing continuing education to customers on how to effectively use our solutions in their practices.
• Reviewing customer requests with a sense of urgency, seeking out potential resolution.
• Working collaboratively with other teams, such as product and engineering, for resolution of issues and following through to timely completion.
• Communicating proactively with customers regarding product and program information, supportability issues, and strategic plans where appropriate.
• Sharing best practices with team members to enhance the quality and efficiency of the Customer Experience.
• Owning quarter-end processing of quarterly performance statements for customers.
• Providing feedback on solutions through pre-release and post-release testing.
• Meeting periodically with upper management to review functions to ensure business needs are being met.
• Providing guidance for escalated client issues when a higher level of expertise is needed to resolve a functional or technical support case type.
• Ensuring timely resolution of client issues, escalating further and informing key stakeholders as appropriate.

Experience You Bring

* Bachelor's degree or higher in Finance, Technology, Business Administration, or related field (equivalency through proven career progression will be considered).

• 2-4 years of financial services experience (highly preferred but not required).
• Minimum of 4 years of customer support of a software solution (SAAS experience preferred).
• Experience with Salesforce.
• Working knowledge of MS Windows, MS Office, system architecture, and environments.
• Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
• Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities.

What's in it for you?

arenaflex offers industry-leading Total Rewards that help you thrive – in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more. Our commitment to diversity, equality, and inclusion is fundamental to our efforts to widen access to financial advice. arenaflex is proud to be an Equal Opportunity Employer, and we are committed to equal employment opportunity for all job applicants and employees.

Work Environment and Culture

arenaflex's workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.

How to Apply

If you are a motivated and customer-centric professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, and take the first step towards a rewarding new role. Apply To This Job Apply for this job