Experienced Customer Support Manager – Remote Customer Service and Solutions Expert

We are arenaflex, a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that personal and corporate growth is best achieved by working together and always striving to get better without fearing failure. Our mission is to widen access to financial advice through leading technology that powers the advisory experience. At arenaflex, we truly believe that sound financial advice has the power to transform lives for the better, and should therefore be accessible to the many, not the few. We operate independently under our own brand as a wholly owned subsidiary of a global leader in the asset management industry. Our solutions support over 30,000 financial advisors worldwide, representing over three million end-investors, with over USD 1 trillion assets serviced across our platforms.

Join Our Team

We are seeking a dynamic, highly motivated, and enthusiastic individual to join our Customer Success Team as a Customer Support Manager. This person's primary responsibility will be to provide support for our arenaflex office and portfolio customers. This includes new customer onboarding, responding to customer requests for assistance, managing and coordinating the escalation of support requests, identifying, and documenting new customer requirements and enhancements, and building a working relationship with our customers.

Key Responsibilities:

* Proficiency with our solutions, arenaflex office and arenaflex Portfolio, covering account opening, client management, portfolio reporting, billing and rebalancing. Future cross-training and support of additional arenaflex solutions will be required.

• Maintain a positive, cooperative, and professional relationship with our customers.
• Assist with the onboarding of new customers.
• Train customers on the arenaflex office and Portfolio system capabilities available by completing one-on-one sessions.
• Increase solution adoption by highlighting additional features which would be beneficial to their overall business.
• Provide continuing education to customers on how to effectively use solution in their practices.
• Review customer requests with a sense of urgency, seeking out potential resolution.
• Work collaboratively with other teams such as product and engineering for resolution of issues and following through to timely completion.
• Communicate proactively with customers regarding product and program information, supportability issues, and strategic plans where appropriate.
• Share best practices with team members to enhance the quality and efficiency of the Customer Experience.
• Own quarter-end processing of quarterly performance statements for customers.
• Provide feedback on solutions through pre-release and post-release testing
• Meet periodically with upper management to review functions to ensure business needs are being met.
• Provide guidance for escalated client issues when a higher level of expertise is needed to resolve a functional or technical support case type.
• Ensure timely resolution of client issues, escalating further and informing key stakeholders as appropriate.

Experience You Bring:

* Bachelor's degree or higher in Finance, Technology, Business Administration, or related field (equivalency through proven career progression will be considered)

• 2-4 years of financial services experience (highly preferred but not required)
• Minimum of 4 years of customer support of a software solution (SAAS experience preferred)
• Experience with Salesforce
• Working knowledge of MS Windows, MS Office, system architecture and environments
• Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way
• Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities

What's in it for you?

arenaflex offers industry-leading Total Rewards that help you thrive – in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.

Our Commitment to Diversity, Equality, and Inclusion

Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. arenaflex is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at arenaflex are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.

Work Environment and Culture:

arenaflex's workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.

How to Apply:

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