**Experienced Customer Operations Associate – Client Onboarding and Success Specialist at arenaflex**

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Customer Operations Associate, you'll play a pivotal role in ensuring seamless onboarding experiences for our clients, fostering long-term partnerships, and driving business growth. If you're passionate about delivering exceptional customer service, possess a knack for process improvement, and thrive in a fast-paced environment, we want to hear from you!

• *About arenaflex**

arenaflex is a leading provider of innovative solutions for businesses, empowering them to streamline their operations, enhance customer engagement, and drive revenue growth. Our team of experts is dedicated to delivering exceptional customer experiences, and we're committed to creating a culture that values collaboration, creativity, and continuous learning.

• *Job Summary**

As a Customer Operations Associate, you'll work closely with cross-functional teams, including Sales, Marketing, and Customer Success, to ensure that all client onboarding objectives are met. Your primary responsibility will be to proactively contact customers, ensuring a smooth transition from the sales team to ongoing support. You'll be the point of contact for any issues or problems that may arise, and you'll work tirelessly to find resolutions that meet the client's needs while adhering to arenaflex's policies and procedures.

• *Key Responsibilities**

• Ensure client satisfaction and continuity between pre-sales and client success
• Proactively monitor client accounts and frequently check in and meet with clients to ensure a smooth onboarding
• Ensure client needs are met while adhering to arenaflex's policies and procedures
• Handle client escalations by serving as the point of contact for any issues or problems that may arise and assist in finding a resolution
• Build a strong foundation for positive client sentiment by establishing trust and brand affinity in the onboarding experience
• Guide customers through expectations of the service/process and each stage of the process
• Act as liaison between Sales and Client Success so that neither team misses any important steps or information
• Lead internal cross-functional meetings
• Responsible for ensuring continuity between pre-sales and transition to client success team by setting up meetings including sales, client success, and/or engineering to keep all parties involved up-to-date on the client's experience throughout the process
• Communicate cross-functionally about client objectives to work towards common goals and to help reduce any confusion or miscommunication during the client's onboarding process
• Manage client onboarding status
• Manage the comprehensive onboarding for all new clients to ensure customers receive highly organized training with detailed goals, timelines, and processes
• Use project plan and software to track and report on clients' onboarding status
• Oversee and manage multiple client onboarding simultaneously
• Drive product strategy with the client during onboarding to ensure a successful long-term partnership
• Develop functional expertise with US Cloud products, configuration for popular use cases, and maintain knowledge as features continue to evolve and new or updated products are rolled out over time
• Liaise with the product team to present feedback or improvements to internal processes related to onboarding and escalate any issues preventing successful implementations
• Spearhead process and playbook enhancements to meet the needs of the clients and recommend new resources where applicable
• Support the organization in continuously optimizing the customer experience and pursuing successful interactions throughout the onboarding lifecycle
• Lead by example to contribute to a high-performing, creative, and collaborative culture
• Work with various departments and create and manage action plans for each new client account to avoid any delays or confusion as to who is responsible for what items and when due dates are required
• Keep core teams updated on the progress of each account and identify any potential problems or delays that may occur
• Track success rates for improvement opportunities

• *Essential Qualifications**

• Experience in client services or account management in a fast-paced environment
• Possess strong client management skills
• Superior client service skills
• A can-do attitude and desire to progress
• Attention to detail and process-driven improvement
• Strong stakeholder communication skills and the ability to escalate and prioritize effectively

• *Preferred Qualifications**

• Prior experience with the Microsoft technology stack
• Project management and organizational skills

• *Education/Training**

• Bachelor's degree in computer science, information systems, or business preferred
• Microsoft certifications are desirable

• *What We Offer**

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements, including remote work options

• *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 a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!

• *Note:** This position is not eligible to be performed in New York, Colorado, Oregon, or California.