Experienced Customer Success Advocate II – Driving Business Growth and Customer Satisfaction at arenaflex

At arenaflex, we're igniting business growth by connecting people, data, and applications – quickly, securely, and effortlessly. Our company culture is built on teamwork, trust, and transparency, and we're committed to empowering our employees to thrive and deliver lasting impact. We're now seeking an experienced Customer Success Advocate II to join our team and help us shape the future of customer success.

About arenaflex

arenaflex connects the world by providing innovative solutions that enable businesses to grow and succeed. Our mission is to empower our customers to achieve their goals by providing exceptional customer experiences, and we're looking for talented individuals who share our passion for delivering outstanding results.

The Role

As a Customer Success Advocate II at arenaflex, you'll play a critical role in ensuring our small and medium-sized customers are wildly successful in delivering on their critical business objectives through leveraging their current arenaflex solutions. You'll view our products from the customers' perspective, monitor early indicators of customer health, proactively address their concerns, and help them better use our technology to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the partnership through identifying potential up-sell and cross-sell opportunities and engaging sales accordingly. You'll be responsible for implementing customer success plans, leveraging and managing overall customer metrics, evaluating current product and portal adoption maturity levels, and communicating, escalating, and driving mitigation plans cross-functionally to de-risk accounts.

Key Responsibilities

• Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay & Renew), reinforce ecosystem hand-offs, and empower customers to self-serve

• Leverage and manage overall customer metrics, which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics
• Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles, and other templates
• Know the arenaflex portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales
• Implement revenue management practices, driving accountability and alignment of our operations and financial goals; revenue retention and growth strategies which include value realization, renewal execution, risk management, and customer growth/expansion
• Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts; handle urgent customer concerns and escalate internally when necessary (i.e., Service Improvement Plans)
• Partner with sales, delivery, and support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes
• Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve arenaflex profit margins

What We Look For in a Candidate

• Experience: 3+ years customer success or account management experience

• Education Level: Bachelor's Degree or equivalent work experience
• Experience working with and supporting enterprise customers, evaluating, and responding to needs with empathy and integrity
• Excellent communication and interpersonal skills with ability to build relationships within customer accounts
• Ability to proactively problem solve, make decisions on issue resolution while effectively negotiating directly with the customer and internally on their behalf
• Technical aptitude to learn data networking technologies, products, and features
• A high level of accuracy and attention to detail with good organizational capabilities
• Ability to interpret customer data points and insights, prioritize, and respond accordingly
• Prioritize and manage multiple workstreams and task lists with strong time management skills
• Ability to quickly learn various software, web-based platforms, and systems in accessing data
• Working knowledge of MS Office suite

Compensation and Benefits

arenaflex offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits, and other perks that enhance your physical, mental, emotional, and financial wellbeing. Our compensation package includes a competitive salary range, bonus structure, and benefits that support your growth and development.

Location-Based Pay Ranges

• $54,579 – $72,765 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY

• $57,309 – $76,409 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI
• $60,039 – $80,042 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA

Why Join arenaflex?

• Collaborative and dynamic work environment

• Opportunities for growth and development
• Competitive compensation and benefits package
• Recognition and rewards for outstanding performance
• Flexible work arrangements and work-life balance
• Access to cutting-edge technology and tools
• Collaborative and supportive team culture

How to Apply

If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunities

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Apply for this job