Experienced Digital Customer Success Partner - UK & DACH Region

Join arenaflex, a global leader in collaborative learning and employee development, as we revolutionize the way companies upskill and reskill their workforces. Are you a seasoned Customer Success professional with a passion for digital transformation and a knack for building strong relationships with clients? Do you thrive in a fast-paced, results-driven environment where no two days are ever the same? If so, we want to hear from you! As a Digital Customer Success Partner at arenaflex, you will play a critical role in driving the success of our clients in the UK and DACH regions. You will be responsible for ensuring the seamless implementation and adoption of our 360Learning platform, providing exceptional customer support, and identifying opportunities for growth and expansion.

About arenaflex

arenaflex is a pioneering company that enables organizations to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our cutting-edge LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. arenaflex powers the future of work at 1,700 organizations, and we're committed to making learning inclusive for everyone.

Key Responsibilities

As a Digital Customer Success Partner, your primary goals will be to:

• Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available
• Ensure the business impact of our solution is in line with the client's business objectives
• Work closely with the EMEA account management team to ensure client KPIs are met
• Create and develop processes to handle a one-to-many approach, reporting, and communication processes

What You'll Achieve in the First Few Months

Within the first month, you will:

• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our CS team
• Participate in your first customer meetings with other CSMs from our team

Within the second month, you will:

• Host your first meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success

Within the fourth month, you will:

• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning Germany and the United Kingdom, including outbound campaigns, inbound ticket management, and hosting webinars
• Define planning of the initiatives on the solution
• Identify and document customer use-cases
• Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to grow your book of business

What You'll Achieve in the Next 12 Months

Within the next 12 months, you will:

• Reduce churn by identifying customers at risk and implementing an action plan
• Identify and record in our CRM SFDC strong leaders within the client's team
• Develop and share good business practices with the entire Client Success Team

The Skills Set

To succeed in this role, you will need:

• At least 2 years of experience in a Customer Success position, ideally in the SaaS industry
• Fluent proficiency in English and German
• Proactive and prefer working in a results-oriented culture
• Capability to prioritize and manage a large portfolio of clients
• Ability to express your ideas through data in a clear and concise manner, both in writing and orally
• Strong interest in the digital industry, education, and e-learning in particular

What We Offer

As a Digital Customer Success Partner at arenaflex, you can expect:

• Competitive compensation package, including base salary, a variable component, and equity
• Comprehensive benefits, including work-from-home perks, medical insurance, gym subscription, and 1 month parental leave for the second parent
• Flexible hours and the possibility of working from home anywhere in Germany
• A diverse and inclusive work environment, with 6 active ERGs and a commitment to equal opportunity employment
• Opportunities for career growth and professional development, with a focus on learning and inclusion
• A chance to work with a cutting-edge platform that's revolutionizing the way companies upskill and reskill their workforces

The Interview Process

Our interview process typically involves:

• A phone screen with our recruiter
• A Discovery meeting with a member of the CSP DACH team
• A case study with the Digital CSP Coach and CSP Coach UK team
• A clarification meeting with a Customer Success Manager
• A cultural fit interview with our Chief Customer Officer
• An offer!

Get Ready

Before applying, we recommend reviewing our Knowledge Base to get a better understanding of our platform, processes, and culture. You can find it here:

Join arenaflex Today

If you're a motivated and results-driven Customer Success professional with a passion for digital transformation, we want to hear from you! Apply now to become a Digital Customer Success Partner at arenaflex and be part of a team that's shaping the future of work. Apply for this job