Join arenaflex, a growing Microsoft top-tier partner focused on data management solutions, as we empower the possibilities of the data-enabled future. As a Customer Success Manager, you will play a vital role in helping existing customers maximize their usage of arenaflex's Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote arenaflex.
**About arenaflex**
arenaflex exists to empower the possibilities of the data-enabled future. In a world where data drives decisions, opportunity, and innovation, the importance of trusted data simply cannot be overstated. Our mission is to empower businesses to make informed decisions by providing them with the most accurate and up-to-date data. We achieve this by delivering innovative data management solutions that help our customers navigate their data journey.
**Job Summary**
We are seeking an experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for managing approximately 50-60 enterprise software accounts that span different customer segments, industries, and deployment models. Your primary objective will be to ensure that our customers are realizing tangible results through platform adoption, retention, and expansion.
**Key Responsibilities**
* Work across arenaflex teams, functions, and our VAR partners to ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value.
* Engage with day-1 customers as the advocate to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track.
* Prioritize existing customers by segment and ensure they are optimally utilizing the arenaflex platform to realize maximum benefit from the customer's partnership with arenaflex.
* Manage business critical escalations and proactively identify and mitigate risk by thoroughly understanding the implementation/adoption status and solution significance within your assigned accounts.
* Establish a cadence with existing customers based on segmentation and understand and document the current utilization of arenaflex within each existing customer.
* Map out key arenaflex stakeholders within each customer account and document in Salesforce.
* Build relationships across the arenaflex team, such as the Presales Team, Value Consultant, product, support, strategy, and other team members to bring expertise and value to our customers.
**Performance Objectives**
* Platform Adoption: Ensure that both new and existing customers are leveraging arenaflex to deliver tangible business value.
* Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal.
* Customer Satisfaction: Create enthusiastic customers who will readily promote arenaflex to colleagues and peers.
* Expansion: Identify additional use cases for the arenaflex platform that result in platform expansion or conversion to SaaS.
**Performance Goals**
* In 30 Days: Understand the solutions and value arenaflex delivers, understand arenaflex's account segmentation and corresponding engagement motions, and your accounts.
* In 90 Days: Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts. Begin managing adoption for net-new accounts.
**Competencies**
* Minimum five Years Customer Success Experience: with Enterprise Software, Ideally SaaS in the IT sector.
* The ideal candidate will have demonstrated experience in delivering customer success to enterprise software customers. This will include managing 20 to 75 high touch accounts, in addition to providing examples of helping customers navigate through journey and adoption of complex software solutions, resulting in documented business outcomes, customer satisfaction, and high retention.
* Execution: You can demonstrate skills, experience, and results where your planning, organization, team coordination, and follow-through were pivotal to customer's success in deploying and utilizing enterprise software.
* Basic understanding of business functions, core IT systems: This is a role for an experienced customer success professional who has helped customers realize value from enterprise software investments.
* Motivated and Accountable: You have no problem planning the work, working the plan, and proactively communicating your progress along the way.
* Kind, humble, and fun: You are the kind of person that values and enjoys working with peers and colleagues, who is always ready to lend a helping hand, and who instinctively goes the extra mile.
**Benefits**
* Growth on your terms. Through our company values, collaborative work environment, and your individual career plans you will grow here more than you would anywhere else.
* Enjoy where you work. You will become part of an amazing village of Profisors who want to see you progress in your career.
* Save for retirement. arenaflex offers a 401k retirement plan with company match.
* Stay healthy. arenaflex offers 100% employer-paid health, dental, and vision insurance for employee-only coverage, competitive family health, dental, and vision, and life insurance plans.
* Have a life. arenaflex employees enjoy autonomy and flexibility. From a hybrid-friendly environment to generous PTO, we aim to support the work-life balance you need.
**How We Work**
* Growth Mindset: This is the core key value at arenaflex which is that we can all learn and grow. There are no limits and we accept mistakes as a part of growing and trying new things.
* Constructive Candor: Everyone knows how each other feels when we leave a room. We enjoy diverse perspectives with the purpose of finding the best answer, not defending our own.
* Helpful: We feel helping our teammates and winning together is more fulfilling than accomplishing something on our own. We want things for, not from, each other.
* Get Stuff Done: We have the grit, creativity, and resilience to accomplish our goals no matter the obstacles. We deliver results, not reasons.
* Fun is Where Fun is Made: We covet the journey as much as the destination. We strive to make each other laugh along the way.
**Equal Employment Opportunity**
Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. arenaflex is an equal employment opportunity employer. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact Jayson Cabrera at
[email protected] or 3655 Brookside Parkway, Suite 175, Alpharetta, GA 30022 to discuss reasonable accommodation.