Experienced Full Stack Customer Success Manager – Web & Cloud Application Development

Are you a seasoned customer success professional looking to join a rapidly growing analytics company that's revolutionizing the contact center industry? Do you have a passion for helping customers achieve their goals and thrive in a dynamic, fast-paced environment? Look no further than arenaflex, a cutting-edge provider of AI-rich, pure SaaS analytics and automation platforms. At arenaflex, we're not just looking for a Customer Success Manager – we're looking for a trusted advisor, a problem-solver, and a champion for our customers. As a key member of our Customer Success team, you'll play a critical role in driving adoption, retention, and growth across our portfolio of top-tier customer accounts. If you're ready to take your customer success career to the next level and join a team that's passionate about making a difference, we want to hear from you.

About arenaflex

arenaflex is a rapidly growing and thriving business that's changing the game in contact center analytics and automation. Our AI-rich, pure SaaS platform combines a rich data lake and business intelligence layer with quality management, speech and text analytics, and real-time action power to help customers overcome the obstacles that contact center agents, managers, and executives face in providing a great customer experience. With a focus on innovation, customer satisfaction, and employee growth, we're building a culture that's inclusive, dynamic, and fun.

Why Join arenaflex?

* Opportunity to work for a fast-growth global company in the rapidly growing analytics space

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work
• Opportunity for career development and growth opportunities as we grow and scale
• Opportunity to build industry relationships and work alongside seasoned industry experts
• Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day – YOU HAVE A VOICE AT arenaflex!

Job Summary

As a Senior Customer Success Manager at arenaflex, you'll be responsible for driving customer success across our portfolio of top-tier customer accounts. You'll work closely with customers to understand their goals, challenges, and aspirations, and develop tailored strategies to help them achieve their desired outcomes. You'll also collaborate with cross-functional teams, including sales, marketing, and product, to ensure seamless execution and maximum impact.

Key Responsibilities

* Understand how our customers want to use arenaflex and help make these aspirations a reality

• Be the customer companion on their journey through on-boarding, adoption, and a lifetime of success
• Collaborate across arenaflex departments and customize the response to the needs of our customers
• Be a part of an Account team that manages enterprise accounts consisting of Fortune 10 and Fortune 50 companies and responsible for Annual Recurring Revenue of $2-5MM
• Become the primary point of contact for customers and the voice that communicates use case/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at arenaflex
• Manage updates in our customer relationship management tools
• Learn the technical nuances of customers' configurations and act as an initial layer of support and guidance and work closely with support on other needs
• Understand the concepts and importance of identifying growth areas in existing customer base
• Help build expansion opportunities – passive selling
• Travel as needed to support Customer meetings, trainings, or other company meetings (business travel typically less than 20%)

What You'll Bring

* Ability to help customers overcome technical and training hurdles while expanding their use of the platform

• 5+ years in customer-facing roles – Sales/Support/Services/Architecture, with at least 2-3 years of enterprise account management experience and at least 1+ year of technical account management
• Ability to handle escalation management
• Strong project management fundamentals
• Passionate about building customer success for the arenaflex “Brand”
• Being a change agent and solution maker
• DNA – You possess the “Helper Gene” and are proactive in acting on behalf of your customers
• Hands-on experience with data warehousing ecosystems (e.g. Data sources / ETL / Data warehouse / Data marts). Understanding of different types of data schemas (OLTP vs. OLAP, snowflake, etc.)
• Hands-on experience with Data and Analytics tools such as Business Objects, Cognos, OBIEE, MicroStrategy, Tableau, Qlik, PowerBI, SQL
• Familiarity with ETL tools (such as Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus
• Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure, and Google Cloud
• Contact Center management familiarity and experience with IVR, ACD, agents, and call queues

What We Offer

* Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Flexible work environment, including remote work options
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and results-driven customer success professional looking for a new challenge, we want to hear from you. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer – M/W/D/V/GI/SO/A. We are committed to diversity, equity, and inclusion in all aspects of our business, including hiring and employment practices. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job