Experienced Senior Customer Success Manager – Social Care Network Development and Growth

We're changing the way people connect to social care at arenaflex, a mission-driven organization dedicated to creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers. As a Senior Customer Success Manager at arenaflex, you will play a critical role in building lasting customer relationships, onboarding new customers, and growing customer accounts, our impact, and our company. If you're passionate about using your job and mind to make the world a better place for people in need, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is headquartered in Austin, Texas, and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010. Our comprehensive platform of products and services makes it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way.

Responsibilities and Duties

As a Senior Customer Success Manager at arenaflex, your key responsibilities will include:

• Proactively engaging clients to drive product adoption and optimal product experiences
• Developing and maintaining relationships with key customer champions, including Executive Sponsor, Project Manager, and Technical Lead
• Managing client and project communications, leading the project plan, and sharing best practices on how customers can mobilize arenaflex's functionality
• Tracking customer usage metrics and responding to any customer deployment or product issues
• Creating and delivering Executive Business Reviews on a quarterly cadence
• Taking ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
• Managing escalations and expectations for both the client and internal personnel
• Taking ownership of the entire onboarding process for each client
• Facilitating a smooth hand-over from sales to service
• Creating and managing the scope and timeline of rollout, alongside customer expectations
• Training customer's staff and relevant partners on how to use arenaflex's suite of tools
• Creating and sharing materials to support internal and external marketing
• Advocating for the customer, championing their success, driving renewals and expansions
• Driving usage throughout customer organizations, including growing usage across teams, departments, and the adoption of product features to achieve the customer's goals
• Collaborating with the Customer Success team to build a thriving department and foster the overall success of arenaflex and the people we serve
• Advocating for the ongoing needs and goals of the customer internally, gathering feedback from customers, and understanding how to meet them where they are and help them get where they want to go

Qualifications

To be successful in this role, you will need to possess:

• A strong desire to use your job and mind to make the world a better place for people in need
• A BS/BA degree or equivalent
• 7+ years of experience in account management, customer success, project management, with a significant experience managing large enterprise accounts for healthcare or health plan organizations
• Experience with technology and the ability to learn new technologies quickly; direct experience with SaaS application support requirements
• Customer-focused, enthusiastic, positive, and service-oriented
• Experience with social determinants of health and healthcare
• Interest in organizational innovation, social enterprise, community organizations, and governmental groups
• Ability to prioritize, multi-task, and perform effectively under pressure
• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including the C-suite
• Ability to travel to some customer locations

Work Environment and Company Culture

As a Senior Customer Success Manager at arenaflex, you will be working in a remote environment based in New Hampshire. We offer a diverse, inclusive team environment that values and supports our staff. Some of the ways we support our staff include:

• Culture Committee
• Leadership Development Training
• Paid Volunteering Time

Compensation and Benefits

The compensation for this position will be based on a candidate's job-related skills, experience, education or training, and location. arenaflex offers a comprehensive benefits package, including:

• 401k & stock options
• Free food and onsite gym at our Austin HQ
• Paid parental leave
• Competitive PTO & 10 paid holidays
• Health, dental, and vision insurance
• Dog-friendly office in Austin HQ
• 24/7 access to telemedicine and counseling
• Book Purchasing Program

Diversity, Equity, and Inclusion

arenaflex is committed to building a diverse, inclusive team that reflects and represents our communities. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

How to Apply

If you're passionate about using your job and mind to make the world a better place for people in need, we encourage you to apply for this exciting opportunity. Please submit your application through our website. Apply for this job