Experienced Customer Success Operations Manager – Scaling CX Excellence at arenaflex

At arenaflex, we're revolutionizing the way businesses interact with their customers. As a Customer Success Operations Manager, you'll play a pivotal role in driving operational excellence and delivering an exceptional customer experience across all arenaflex customer-facing teams. If you're passionate about CX process optimization, data-driven decision making, and collaboration, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to thrive in a rapidly changing market. Our commitment to customer satisfaction and success is unwavering, and we're dedicated to creating a seamless experience for our customers at every touchpoint. As a key member of our Revenue Operations team, you'll have the opportunity to make a meaningful impact on our customers' journeys and contribute to arenaflex's continued growth and success.

Role Overview

As the Customer Success Operations Manager, you'll be responsible for strategically aligning all arenaflex customer-facing teams – Success, Product Support, Professional Services, and Customer Marketing – to deliver an exceptional and cohesive customer experience. This role will drive operational excellence by establishing and refining processes, metrics, and tools, ensuring alignment with best practices and cross-functional collaboration across the Revenue Team.

Key Responsibilities

* Identify opportunities to streamline customer experience operations, automate tasks, and enhance efficiency for scale

• Create and maintain internal departmental policies and playbooks, and team with enablement to drive adoption and adherence
• Collaborate with sales and marketing teams to ensure smooth customer handoffs, insights on customer behavior, and optimize acquisition strategies
• Define and track key KPIs and the mechanisms that influence them with revenue leadership
• Work user-submitted tickets related to CX tools and processes
• Maintain accurate data throughout CRM (Salesforce), ContractWorks, and other systems to ensure consistency and accuracy for all stages of the customer journey
• Be the subject matter expert on CX tech stack and through collaboration with systems admin, leadership, and enablement, ensure they are fully optimized to effectively manage the Customer Journey
• Identify gaps in automation and/or tools and identify tools that may fill the gap by performing due diligence with needs, budget, timeline, and ROI in mind
• In collaboration with CS Leadership & Deal Desk, own the evolution to scale arenaflex's renewal and upsell motions, seeking to align processes, systems, and data for a frictionless experience for both internal users & customers
• Facilitate CS forecasting process with methodology, system design, and sales alignment for a single pane of glass view of arenaflex revenue forecasting
• Serve as a versatile team member, capable of stepping into key contract and deal desk functions as needed – including contract repository management, playbook-guided contract redline reviews, Pricing approvals, DocuSign routing for signature and/or order form creation

Required Skills & Experience

* Comprehensive understanding of CS methodologies and best practices

• 3-5 years in a revenue operations, renewals specialist, or customer success role with a strong operational aptitude
• Excellent communication skills, both written and verbal, and the ability to build relationships and influence others at all levels of the organization and cross-functionally
• Critical thinking skills and the ability to research and understand contract repository and pricing implications
• Curiosity for and overall understanding on contract management and contract lifecycle management
• Exceptional attention to detail and talent for accuracy and precision
• Strong coordination and project management skills
• Demonstrates good judgment in problem-solving and issue escalation
• Customer-centric mindset with a focus on driving customer experience
• Highly proficient in Microsoft Word, Excel, and G-Suite and Salesforce

Preferred Experience

* Understanding of SaaS business models, specifically data processors

• Intermediate experience with CX tools such as Salesforce, ZenDesk, Gong, Pendo, and Matik
• Proficient Looker User
• Familiarity with or experience applying AI in a way that improves data availability, improves user experience, and/or increases efficiencies in day-to-day activities

Performance Indicators

* CX organization meeting or exceeding NRR & GRR expectations

• Reduction in average time for key processes
• Increase in tool feature utilization that improves efficiency & overall active usage of designated tools
• Number of tickets resolved in a timely manner
• Number of actionable insights provided to CS leadership that have resulted in process improvement
• Feedback from CS team members on the effectiveness of operational support

Work Environment & Culture

At arenaflex, we're committed to creating a collaborative and inclusive work environment that fosters growth, innovation, and customer satisfaction. Our team members are passionate about delivering exceptional customer experiences and are empowered to make a meaningful impact on our customers' journeys.

Benefits & Perks

* Competitive salary and benefits package

• Opportunity to work with a leading provider of innovative solutions
• Collaborative and inclusive work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Flexible work arrangements and work-life balance

How to Apply

If you're a motivated and results-driven professional with a passion for customer success and operational excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!

Important Note

arenaflex is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. arenaflex believes that diversity and inclusion are critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Please be aware that any communication related to this job posting will only come from email addresses ending in @arenaflex.com. We strongly advise against engaging with any outreach from other sources, as they may be fraudulent. To ensure your safety, please note that we will never:

• Provide screening questions via email
• Extend a job offer without a formal interview process
• Request any personal information (such as Social Security numbers, banking details, etc.) through email or messaging platforms

If you receive any unsolicited requests or suspect fraudulent activity, please report it immediately. Your safety and privacy are of the utmost importance to us. Thank you for your attention and caution. Apply for this job