Experienced Customer Success Manager – Enterprise Account Management and Growth

At arenaflex, we're on a mission to revolutionize the way businesses deliver exceptional customer experiences. As a leading provider of Automated CX Assurance Platform solutions, we empower enterprises to build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. With a global presence and a team of passionate innovators, we're committed to fostering a culture of excellence, innovation, and inclusivity. We're seeking an exceptional Customer Success Manager to join our team, based remotely in Australia. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you.

About the Role and Responsibilities:

As a Customer Success Manager at arenaflex, you'll be responsible for:

• Owning customer outcomes and ensuring each customer receives value from arenaflex's solutions throughout their lifecycle
• Understanding the value of arenaflex to the customer and being able to articulate that through measurable ROI back to key stakeholders and executives
• Acting as a program manager throughout the entire customer journey, including oversight of professional services engagements
• Understanding customer pain points and strategic objectives and how they can be solved with arenaflex's technology
• Building adoption and value plans with customers to set a long-term vision for success and growth
• Delivering insights based on customer and industry usage to identify areas for improvement, optimization, and expansion
• Acting as an escalation point when things are not going to plan
• Organizing and hosting regular client check-in meetings and Executive Business Reviews
• Coordinating and managing client special requests and projects
• Identifying new opportunities within our existing customer base to grow revenue through Cross-sell and Upsell
• Travel may be required from time to time

About Your Skills and Expertise:

To succeed in this role, you'll need:

• Consistently delivers excellent customer experience: 5+ years of experience in a Customer Success Role
• Strategic mindsight with experience managing large, multinational accounts
• Ability to have strategic conversations with and confident presenting to senior customer executives
• Ability to act as a quarterback to leverage internal resources to deliver customer outcomes
• Proven track record of meeting and exceeding targets
• Strong technical acumen to add value to customer discussions and translate product strengths into business value
• Strong program management skills
• Strong analytical skills/ability to identify patterns and spot trends
• Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
• Knowledge of testing, the software development lifecycle desirable
• Bachelor's degree in a related discipline is desirable

About You:

We're looking for someone who is:

• Organized
• Process-driven
• Shows initiative
• Customer Focused
• Articulate and confident
• A communicator
• A problem solver

Why You Should Join Us:

At arenaflex, you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. We're committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive, and authentic workplace. We appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation, and a work culture that's results-oriented, fast-paced, and focused on continuous improvement, whilst maintaining a family-first, team-oriented, and ever-positive atmosphere. We credit our amazing growth and success to the fact that we've built our business on four essential values that we live and breathe every day:

• Deliver Excellence
• Innovate Boldly
• Integrity First
• Embrace Curiosity

Interested? Know someone who might be? Apply online now.

Agencies:

Thanks but we've got this one! Please, no phone calls or emails to any employees of arenaflex outside of the Talent Acquisition team. arenaflex's policy is to only accept resumes from Agencies via the arenaflex Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the arenaflex Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of arenaflex and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid. Originally posted on arenaflex. Apply for this job