Experienced Regional Customer Success Senior Manager – Driving Customer Loyalty and Growth in the C&I Channel

At arenaflex, we're revolutionizing the way we approach customer success, and we're looking for a seasoned leader to join our team as a Regional Customer Success Senior Manager. As a key member of our Customer Success organization, you'll play a critical role in driving customer loyalty and growth in our C&I Channel, specifically in the US and Canada-based independent sales agencies.

About arenaflex

arenaflex is a market-leading industrial technology company that's passionate about using technology to solve problems in spaces, light, and more. Our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), design, manufacture, and bring to market innovative products and services that make a valuable difference in people's lives. We're committed to sustainability and technology, developing solutions that help our customers save energy and reduce their carbon emissions.

The Role

As a Regional Customer Success Senior Manager, you'll be responsible for creating exceptional service experiences for our customers and partners in the C&I Channel. You'll work closely with our regional sales leadership to translate their commercial strategy into a service strategy, aimed at driving the long-term success and goal realization of targeted agents and customers in the territory. Your expertise will be invaluable in identifying sources of negative customer experiences, analyzing root causes, and collaborating with our CX partners to proactively solve for the future.

Key Responsibilities

* Understand and translate customer needs in your territory, aligning with the sales team's strategies

• Partner with sales leadership and operations teams to ensure regional teams and agencies focus on selling, while the Regional Customer Success Senior Manager and CX focus on serving existing business efficiently and comprehensively
• Proactively approach needs and goals from a customer service perspective
• Understand customers' goals and sales strategies, translating them into a service approach for your territory, removing roadblocks, and addressing challenges they'll face in achieving those goals
• Lead the Presales functional teams of Technical Sales Support, Design Applications, and Product Solutions teams, providing expert-level product and technical knowledge to support and drive growth of projects and opportunities in our C&I regions
• Provide updates and messages from the CX organization about service and support to agents and customers, acting as the voice of the customer to leadership and the CX organization
• Ensure the calendar and cadence of connectivity with your service team, agents, and sales team by region are completed and evaluated for valuable improvements
• Collaborate with CX support teams to solve complex customer or agent problems and work on long-term projects to ensure efficient processes, easy-to-do-business-with, and optimized for positive customer experience

Essential Qualifications

* 7+ years of experience in customer success, account management, or a related field

• Proven track record of driving customer loyalty and growth in a B2B or B2C environment
• Strong understanding of customer needs, sales strategies, and service approaches
• Excellent communication, collaboration, and problem-solving skills
• Ability to work independently and as part of a remote team
• Experience leading cross-functional teams and influencing stakeholders at all levels
• Strong analytical and problem-solving skills, with the ability to analyze data and identify trends
• Familiarity with CX tools and technologies, such as CRM systems and customer feedback platforms

Preferred Qualifications

* Experience working in the C&I Channel or a related industry

• Knowledge of arenaflex's products and services
• Certification in customer success, account management, or a related field
• Experience with data analysis and reporting tools, such as Tableau or Power BI
• Familiarity with agile methodologies and project management tools, such as Jira or Asana

Skills and Competencies

* Strong customer-centric mindset and ability to understand customer needs and goals

• Excellent communication, collaboration, and problem-solving skills
• Ability to analyze data and identify trends, with a strong understanding of CX metrics and KPIs
• Strong leadership and influencing skills, with the ability to lead cross-functional teams and influence stakeholders at all levels
• Ability to work independently and as part of a remote team, with strong time management and organization skills
• Familiarity with CX tools and technologies, such as CRM systems and customer feedback platforms
• Strong analytical and problem-solving skills, with the ability to analyze data and identify trends

Career Growth Opportunities and Learning Benefits

As a Regional Customer Success Senior Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about customer success. You'll have access to a range of training and development programs, including:

• Regular coaching and feedback from your manager and peers
• Opportunities for professional growth and advancement within the company
• Access to a range of training and development programs, including CX certifications and industry conferences
• A dynamic and supportive work environment that encourages collaboration and innovation

Work Environment and Company Culture

arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Regional Customer Success Senior Manager, you'll have the opportunity to work from home and collaborate with your team remotely. Our company culture is built on a set of core values that include:

• Customer-centricity: We're passionate about delivering exceptional customer experiences and building long-term relationships with our customers.
• Innovation: We're committed to innovation and continuous improvement, with a focus on developing new products and services that meet the evolving needs of our customers.
• Collaboration: We believe in the power of collaboration and teamwork, with a focus on building strong relationships with our customers, partners, and colleagues.
• Sustainability: We're committed to sustainability and reducing our environmental impact, with a focus on developing solutions that help our customers save energy and reduce their carbon emissions.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Salary: $120,000 - $150,000 per year, depending on experience
• Bonus: Eligible for annual bonus based on performance
• Benefits: Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Perks: Flexible work arrangements, including remote work options and flexible hours
• Professional development: Opportunities for professional growth and advancement within the company, including training and development programs and industry conferences

Conclusion

If you're a seasoned customer success professional with a passion for driving customer loyalty and growth, we want to hear from you! As a Regional Customer Success Senior Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about customer success. Apply now to join our team and take your career to the next level! Apply for this job