Experienced Customer Success Manager – Network as a Service (NaaS) and Cloud Application Development

At arenaflex, we're revolutionizing the way IT gets connected. As a global leader in Network as a Service (NaaS), we're changing the way businesses reach the cloud. Our innovative solutions have made us a leading partner to top technology companies, including Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many more. arenaflex is a publicly traded company on the Australian Stock Exchange, with a lean and high-achieving team of over 300 members globally. While our headquarters is in Brisbane, Australia, our employees are spread out across North America, Europe, and Asia-Pacific, enjoying a collaborative, supportive, and fun work environment.

Our Team Culture

At arenaflex, we're a team of globally-positioned industry experts who lead by example. We don't compromise our values for commercial gain; we're all custodians of our culture, and the customer is at the centre of everything we do. Our employees are motivated, adaptable, persistent, hard-working, and dynamic. Our culture permeates everything we do, and this, in turn, with a global vision, forms a commitment to each other, our customers, and shareholders alike.

The Role

We're seeking an experienced Customer Success Manager (CSM) to join our Integrated Accounts Team in the North America region. Reporting to the Director of Customer Success - NAM, you'll act as a main point of contact for and interface with existing customers. Your core focus will be on post-sale relationships, including enablement, service performance, renewals, and upselling, as well as supporting the overall customer experience.

Key Responsibilities

* Collaborate with Direct Sales Executives and Solution Architects to drive, grow, and retain targeted revenue from our existing customers, focusing on supporting the overall customer experience.

• Proactively drive the renewal process across a wide base of customers and increase long-term revenue potential by converting customers on month-to-month to term subscriptions at renewal.
• Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure quick time to value as well as providing information about arenaflex enhancements, new products, and ecosystem partners.
• Be responsible for proactive, sequenced outreach communications across a large base of customers driving further adoption, solution awareness, and opportunities to engage with arenaflex and our partner community.
• Champion customers throughout their entire customer journey, including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint, and understanding how we can add more value.
• Nurture the nominated customer base, identifying key targets and operating an engagement strategy, based on opportunity and the customer vertical market or needs.
• Report on and analyze customer experience by understanding customer needs, and communicating trends to the wider arenaflex team. Report growth opportunities through pipeline updates with SFDC updates.
• Maintain in-depth knowledge of arenaflex products and solutions and be able to propose and demonstrate these to customers, whilst being aware of rival services or products. Maintain and share a value-add opinion on arenaflex and where we fit in the customer's ecosystem.
• Review with management to understand key objectives and execute tasks that are aligned with the goals of the business; which will flex per the business focus or plans.
• Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth.
• Act as a subject matter expert, evaluating customer feedback and making recommendations to continually align and improve processes that provide visibility and an understanding and measurement of business performance against performance targets.
• Collaborate with other departmental teams (Finance, Operations, etc.) in helping to resolve challenges impacting the customer's service experience.

What We're Looking For

* 3+ years of experience within the Enterprise software market or Internet/Telecommunications industries.

• 3+ years of experience in an Account Management or Customer Success role.
• Ability to work in a fast-paced technical environment, with multiple tasks or goals.
• Strong verbal and written communication skills, as well as the ability to collaborate and work effectively across internal and external organizations.
• Demonstrate ability to identify customer needs, appreciate and understand the customers' service issues, or "pain points," and present a suitable solution.
• Ability to deliver revenue results and operate in a consultative-based selling approach.
• Ability to work with the wider arenaflex teams to focus on revenue generation and results.
• Maintain records, reports, and data as per the arenaflex models, with a focus on revenue retention from the existing agreed customer list.
• Strong verbal and written communication skills are a must, as well as the ability to work effectively across internal and external organizations.
• Experience in proposing or deploying cloud and virtualized compute solutions in enterprise customer environments is highly desired.

What We Offer

* Flexible working environments

• Birthday Leave
• Generous study and training allowance + 5 days paid study leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with 'Legend' and 'Kudos' Awards
• Health and wellness program

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and driving business growth. As a Customer Success Manager, you'll have the opportunity to work with a talented team of industry experts, develop your skills and knowledge, and make a real impact on our customers' success. If you're a motivated and results-driven individual who is passionate about customer success, we'd love to hear from you!

How to Apply

If you're interested in this exciting opportunity, please submit your application, including your resume and a cover letter, to our Talent Acquisition Team at [email protected]. We look forward to hearing from you!

Note

All arenaflex business correspondence is conducted via our business email accounts (@arenaflex.com). If you have any concerns, please reach out to our careers team at [email protected] directly, and we will verify the legitimacy of any communication. arenaflex will not ask you to create an account via Microsoft Teams, and does not associate with any email accounts under "@arenaflexau.com". All applications will be treated in confidence. Please see Part 2 of our Privacy Policy to see what information arenaflex collects from job applicants, why, and how we store and use it. Apply for this job