At arenaflex, we're revolutionizing the enterprise software market with a culture that puts our people first. Our values of employee-centricity, collaboration, and community-driven growth have made us a leader in the industry. We're inspired by our Workmates' passion and energy, and we're committed to creating a brighter workday for all. If you're looking for a role that will challenge you to shine, we invite you to join our team as an Experienced Customer Success Manager.
**About arenaflex**
arenaflex began with a conversation over breakfast, just like our founders did when they met in a sunny California diner. Our culture is built on the idea that a healthy, employee-centric, and collaborative environment is the key to success. We believe in putting our people first, and that's why we look after our Workmates, communities, and the planet while still being profitable. Our unique culture is what sets us apart, and we're excited to share it with you.
**About the Team**
Our Customer Success team is a key player in ensuring our customers get the most business value from our products and services. As a Customer Success Manager, you'll be a trusted advisor and facilitator to our customers on their arenaflex journey. You'll work closely with our Customer Experience and Product Management teams to help customers achieve maximum value from our solutions. Your territory will be a team of customers, and you'll be responsible for supporting them through defined Lifecycle Engagements and internal and external requests.
**About the Role**
As an Experienced Customer Success Manager, you'll play a critical role in the success and execution of how our customers adopt and derive value from our products. You'll advocate on behalf of our customers and take a team-based approach to helping them succeed with arenaflex. Your responsibilities will include:
* Handling overall responsibility for managing the defined customer engagements over their lifecycle
* Establishing a trusted adviser and consultative approach to engagements that ensures customer satisfaction and adoption
* Acting as a liaison between product management and the customer, focusing on communicating the arenaflex roadmap and its impact on customer business priorities
* Developing success plans for customers that outline critical success factors, metrics for success, potential issues, and recommendations
* Prioritizing and driving resolution on escalated customer issues
* Monitoring and facilitating the customer's adoption of our solution features and functionality, while providing arenaflex with an understanding of their overall business needs
* Demonstrating competency in the arenaflex product suite, including Financials, HCM, and Payroll
* Working with customer stakeholders, including Executives and arenaflex teams, to identify and resolve issues that could impact satisfaction
* Ensuring the client takes advantage of arenaflex best practices
**About You**
We're looking for people who have a combination of domain expertise (Human Resources, Accounting, and/or Business Analytics), understanding of enterprise applications, and customer management at a high level. You'll be a team player with excellent verbal and written communication skills, including the ability to chair meetings with executive leadership and host webinars. You'll also have experience operating at a high level in a team environment, collaborating with peers, and building strong relationships with customers and colleagues.
**Responsibilities**
* Handle overall responsibility for managing the defined customer engagements over their lifecycle
* Establish a trusted adviser and consultative approach to engagements that ensures customer satisfaction and adoption
* Act as a liaison between product management and the customer, focusing on communicating the arenaflex roadmap and its impact on customer business priorities
* Develop success plans for customers that outline critical success factors, metrics for success, potential issues, and recommendations
* Prioritize and drive resolution on escalated customer issues
* Monitor and facilitate the customer's adoption of our solution features and functionality, while providing arenaflex with an understanding of their overall business needs
* Demonstrate competency in the arenaflex product suite, including Financials, HCM, and Payroll
* Work with customer stakeholders, including Executives and arenaflex teams, to identify and resolve issues that could impact satisfaction
* Ensure the client takes advantage of arenaflex best practices
**Essential Qualifications**
* 3+ years of functional HCM or Financial domain experience
* Experience in SaaS preferred
* 3+ years proven experience supporting customer CSM engagements and deliverables
* 3+ years' experience in a customer-facing professional services role (consulting, implementation, project or account management)
* Experience operating at a high level in a team environment
* Ability to be extraordinarily collaborative with peers
* Experience working with the office of the CFO (Controller, VP of Finance, etc.), or Office of the CHRO preferred
* Previous experience with issue resolution and escalation management at both the business owner and executive levels
* Proven track record to collaborate and build strong relationships with customers, and peers
* Proven ability to engage across corporate functions (Sales, Professional Services and Product Management)
* Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars
* Excellent organization, time management, and communication skills
**Critical Skills**
* Data Analysis
* Influencing Others
* Critical Thinking
**Work Environment and Company Culture**
At arenaflex, we believe in creating a work environment that's flexible, collaborative, and community-driven. Our Flex Work approach combines the best of both worlds: in-person time and remote work. We know that flexibility can take shape in many ways, so we've created a schedule that allows you to create a flexible schedule that caters to your business, team, and personal needs. We're committed to making the most of time spent together, and we're excited to share our unique culture with you.
**Compensation and Benefits**
arenaflex offers a comprehensive benefits package, including a competitive salary range, bonus plan, and annual refresh stock grants. Our primary location is USA.TX.Frisco, with additional US locations available. The primary location base pay range is $94,600 USD - $141,900 USD, while additional US locations have a base pay range of $89,900 USD - $159,700 USD. We're committed to making arenaflex a great place to work, and we're excited to share our benefits with you.
**How to Apply**
If you're inspired by our culture and values, and you're looking for a role that will challenge you to shine, we invite you to apply for the Experienced Customer Success Manager position at arenaflex. Please click on the link below to submit your application.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer, including individuals with disabilities and protected veterans. We're committed to creating a diverse and inclusive work environment, and we welcome applications from all qualified candidates.