Experienced Full Stack Customer Success Manager – Brick and Mortar Location Management

At arenaflex, we're on a mission to empower businesses to take care of their brick and mortar locations. As a Customer Success Manager, you'll play a critical role in ensuring our customers achieve their goals and maximize the value of our software and services. If you're a strategic problem solver with a passion for building customer relationships, we want to hear from you.

About arenaflex

arenaflex is a leading provider of software and services for brick and mortar location management. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education, and health industries. We're proud to be part of the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer, and smarter.

Job Description

As a Customer Success Manager, you'll be responsible for coordinating product adoption, product advocacy, light-training, advocacy, retention, and outcomes for our customers. This role requires a strategic problem solver and an organized doer who can ensure client needs are met. You'll work closely with our customers to understand their business objectives and strategy, and develop Success Plans to drive incremental value throughout the customer lifecycle.

Key Responsibilities

* Proactively recommend arenaflex standard methodologies, processes, and configurations that align with the customer's business objectives and strategy, driving the full potential and adoption of arenaflex's product offering throughout the customer lifecycle.

• Establish and supervise the customer's adoption, training, and development, and utilization of arenaflex's products to continually drive incremental value. Build and execute Success Plans for each customer in your book of business.
• Foster client engagement with the arenaflex Analytics platform to drive data-driven decision making.
• Manage technical integrations for key customers and strategic accounts.
• Review customer data to identify trends and anomalies, make proactive suggestions of improvement opportunities, and explain the business value of those recommendations.
• Lead customer engagement meetings on a weekly, bi-weekly, and monthly basis to ensure customer success plans are met.
• Proactively communicate relevant arenaflex news and product developments to clients.
• Collect and communicate intelligent customer feedback to drive ongoing product improvements.
• Work cross-functionally with arenaflex teams to set strategies for customer success.
• Be a client advocate, while keeping arenaflex values and initiatives in mind.
• Provide internal communications regarding Customer's configuration, usage information, satisfaction of the system, and churn risk.
• Provide light training and guidance to Client and Service Providers on arenaflex applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
• Create and conduct quarterly or yearly Business Reviews with your customers.

Required Skills & Experience

* Bachelor's Degree

• 2+ years with customer success, project management, or support
• Proven examples of Success Outcomes and Value Delivery
• Excellent written and verbal communication, strong interpersonal skills
• Ability to travel 2-3 times a quarter
• Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences
• Enthusiastic about technology with demonstrated technical capability; experience at a technology company or relevant consultancy
• Comfortable scheduling, managing, and running presentations, both remotely and onsite, with internal and external senior leaders and team members
• Solid project management skills with ability to multitask and prioritize
• Experience driving organizational change initiatives
• Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills
• Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in the written form, while speaking with the caller as well as following processes correctly
• Adaptive and responsive to feedback and open to updating processes where required
• Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations, and program development efforts
• Willingness and desire to ask, learn, advance, achieve, and engage with other team members in order to obtain team excellence

Preferred Skills & Experience

* Experience and/or familiarity with arenaflex

• Facility Management or Procurement/Finance experience or Customer Success experience
• Experience with Salesforce and Gainsight

Work Environment & Company Culture

At arenaflex, we're a diverse team of 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. We believe in you, your potential, and your ability to learn, grow, and make a difference. We believe in us, the power of people working together to solve problems no one could solve alone. We believe in growth, and we're honest about what's working and what isn't, and we never stop improving and innovating.

Compensation & Benefits

We offer an excellent benefits package, including medical, dental, vision, life, and LTD insurance, HSA, and a 401(k) retirement plan. This position is also eligible for bonus as part of the total compensation package. The salary range for this position is $71,100.00 - $132,100.00.

How to Apply

If you're a motivated and results-driven individual with a passion for customer success, we want to hear from you. Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We're an equal opportunity employer and welcome applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Apply for this job