Experienced Senior Manager, Customer Success - Truck & Canada

Join arenaflex, a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers ("OEMs") across automotive and related industries, as we continue to revolutionize the way businesses operate. As a Senior Manager, Customer Success, you will play a pivotal role in driving the continued growth of customer relationships and ensuring the success of our clients.

About arenaflex

arenaflex is a global leader in the automotive and related industries, providing cloud-based software solutions that enable dealerships to manage their end-to-end business operations. Our integrated platform of modern solutions automates and streamlines critical workflows, creating simple and convenient experiences for customers and improving financial and operational performance. At arenaflex, we are focused on connections that allow us to deliver world-class software, support, and data insights.

Our Values

Our values define who we are and how we show up for each other, our customers, and our communities. We live by:

• StayCurious: We are curious and love to learn.
• OwnIt: We take ownership and accountability for our actions.
• BeOpen: We are open-minded and inclusive.
• CreatePossibilities: We create possibilities and opportunities for growth.

Job Summary

As a Senior Manager, Customer Success, you will be responsible for driving the continued growth of customer relationships and ensuring the success of our clients. You will manage a team of Customer Success Managers, responsible for client satisfaction and success, driving CDK solution value, and adopting and utilizing CDK products. You will oversee the implementation of customer success initiatives across regions, baseline, and national accounts, ensuring alignment with greater team strategy.

Responsibilities

* Directly manage Regional Managers and/or Customer Success Managers, performing evaluations, delivering feedback, prescribing solutions, and monitoring progress on KPIs.

• Ensure team adherence to all arenaflex processes, policies, and values, regularly communicating with Regional Managers and Sr. Managers to ensure demonstration and alignment across the greater team.
• Monitor regular performance, ensuring goal setting, and team check-ins are consistent and reciprocal.
• Meet with HR regularly to monitor team KPIs and metrics, ensuring Peakon communications are up to date, and boosting Spotlight acknowledgements by Regional Managers.
• Responsible for the care and wellbeing of team members without sacrificing business objectives.
• Manage and plan the day-to-day activities of the team, driving Customer Success initiatives across regions, baseline, and national accounts.
• Establish and follow-through of goals and objectives for the department.
• Regularly communicate expectations and context for decisions made across teams, ensuring the team is aware of greater organizational changes and priorities.
• Cascades leadership and greater business priorities, prescribing next steps and execution strategies for the team.
• Ensure the team understands expectations and the why behind them.
• Supports all team leaders in communication across teams, creating plans and assisting in execution.
• Provide additional leadership in supporting Regional Managers (RMs) and Sr. Regional Managers in company initiatives that require change to ensure full support and adoption internally to maximize employee productivity.
• Utilize performance management tools to track team improvement, conduct scheduled team meetings, and individual one-on-ones with employees.
• Supports professional growth with ongoing and consistent feedback, responsible for writing individual performance reviews.
• Strong understanding of "pay for performance" culture, partners with HRBP, VP, and Leadership team on calibration exercise at year-end, making knowledgeable and supported recommendations for the team.
• Leads cross-functional teams and initiatives to drive customer success, responsible for managing the relationship between the customer, Regional General Managers (RGMs), DOS, and the Baseline sales teams to ensure customer retention and satisfaction.
• Conducts regular check-ins with Regional Managers (RMs) and CSMs, ensuring teams are in alignment with greater team strategy.
• Accountable for results in the areas of customer retention, expense controls, customer satisfaction rating (NPS), account revenue growth, and the team's personal growth and development planning.
• Proposes improvements to the Customer Success team's organizational structure by defining segmentation of customer portfolio, as appropriate.
• Partners with Sales Operations, Implementation, Support, and Consulting in the development and utilization of SalesForce.com as the single source of truth for customer data, scheduling, reporting, accountability, and results.
• Ensures consistent documentation and utilization of Totango, working with RMs and CSMs to troubleshoot any software issues for the team.
• Responsible for collaborating with all arenaflex internal teams, including Performance management teams, as it relates to overall success of arenaflex's customers.
• Has deep knowledge of the pipeline & installation dates, oversees installations and team coverage with Regional Managers (RMs) and CSMs.
• Defines, oversees, and optimizes the transition and customer journey post-sale handoff.
• Manages critical escalations from Regional Managers (RMs) CSMs, providing updates and leaning in to executive team as needed.
• Executes a follow-up process that ensures all parties are aware of the most recent updates.
• Identifies opportunities for continuous improvement, driving true value for customers by successfully directing the team.
• Promotes the continuous improvement mindset as a key characteristic for the Customer Success team.
• Determines how to define, drive, and demonstrate the value (ROI) delivered from the CS team.
• Acts as the Subject Matter Expert on best practices in change management, promoting CSM understanding of our customers' business and their objectives, establishing a relationship of a strategic business partner.
• Defines the vision of a Red-Carpet customer experience, defines what those qualities are, and puts them into practice via routine touch calls.
• Leads by example and owns the customer service experience for the team.
• Standardizes the template for a Success Plan for customers with each solution, defines and oversees lifecycle processes/touch points, including executive sponsor program, EBR process, and Customer Success KPIs.
• Executes strategy and demonstrates the value (ROI) delivered from the CS team, exhibits the ability to identify core client pain points advising on best course of action for path to resolution that maximizes efficient and expeditious success while simultaneously minimizing costs and company resources.
• Aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus, gives feedback to Sales and Marketing on prospecting approach.
• Ensures smart hand-off of new sales opportunities, defines team involvement during sales cycle.
• Responsible for key metrics for the Customer Success team, including account renewal rates, gross dollar renewal rate, up-sell dollars, product adoption/utilization metrics, resource deployment, NPS, employee NPS/team member satisfaction; owns the financial model for the CS team, including projections of costs and new hires, and forecasts of renewal and upsell rates.
• Recruits, mentors, grooms, and inspires the Customer Success Team by building a pipeline of great candidates, establishing a rigorous interview process, setting expectations on performance, and providing constructive feedback, setting up training and mentoring to grow the team, creating a culture of massive customer satisfaction, communicating and motivating to drive performance.
• Serves as a panelist on 100% of CSM/CSS interviews to identify pipeline talent for their respective Region.
• Achieves operational excellence across the team, delivering exceptional service to clients and demonstrating proactive communication, utilizing reports and communicating metrics on a weekly basis.
• Creates standard presentation materials for the customer lifecycle.
• Clarifies ownership for each part of the CS journey, gathers feedback from other departments, Sales, Implementation, Services, Support, Product, to improve the customer experience.
• Drives company-wide definition of the vision of the customer journey, creates company-wide customer feedback loop beyond NPS surveys.
• Leads the charge of fostering a company-wide culture of Customer Success.
• Drives alignment with Renewals & Expansion and Sales: aligns with Sales on renewal and up-sell strategy and focus on managing the customer journey with a retention and growth focus, gives feedback to Sales and Marketing on prospecting approach, ensures smart hand-off of new sales opportunities, defines CSM involvement during sales cycle.

Qualifications

* Minimum 5 years of multi-level management experience.

• Experience in Sales, including post-sales, ability to interact and engage and influence all levels of the arenaflex Customer's organization.
• Exceptionally strong customer service and conflict resolution skills, focus on quality.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills, working closely with RMs and CSMs to direct promote stronger partnership both remote and on-site as needed.
• Strong empathy for customers and passion for revenue and growth, working alongside the client to overcome current challenges paving the way for expansion.
• Deep understanding of value drivers in recurring revenue business models.
• Experience working in a team-oriented collaborative environment, portrays a professional persona with internal and external clients, is seen as a thought leader within the department and across arenaflex's greater business.
• Analytical and process-oriented mindset.
• Excellent communication and presentation skills, taking the lead in client engagements in a multi-personnel environment.
• Travel requirements: up to 50%.
• Ability to think strategically, innovate, and make sense of complicated situations, strong problem-solving skills, ability to think "big picture" across the team and greater business, ability to think critically, and conduct comprehensive analysis, weighing the pros and cons for betterment of the team and business.
• Understands and has some experience with Transformational Leadership and Organizational Design.
• Ability to effectively manage multiple workflows and secure the desired objectives.

Preferred Qualifications

* Bachelor's Degree or equivalent experience in related field with a strong focus in business management or equivalent minor.

• Minimum 7 years of experience in customer-facing organization.
• Automotive industry experience is preferred, knowledge of all automotive areas (Front-End, parts and service, Accounting and modern retail), Dealership workflows, and technology industries is preferred.
• Knowledge of arenaflex's business strategy, operational workings of arenaflex, product offerings, and automotive industry, understanding of arenaflex org structure, solutions, implementation, and service models.
• Ability to effectively manage multiple workflows and secure the desired objectives.

Compensation and Benefits

arenaflex is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits, and/or other applicable incentive compensation plans.

We offer

• Medical, dental, and vision benefits.
• Paid Time Off (PTO).
• 401K Matching Program.
• Tuition Reimbursement.

Diversity, Equity, and Inclusion

At arenaflex, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers, and communities. We are open, curious, and encourage different views, so that everyone can be their best selves and make an impact. arenaflex is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status, or any other category protected by law.

How to Apply

If you are a motivated and experienced professional looking to join a dynamic team, please submit your application through our website. We look forward to hearing from you! Apply Job! Apply for this job