At arenaflex, we're a fast-growing SaaS leader in the Public Sector, dedicated to serving the people who serve the people. Our mission is to empower our clients to manage their employee lifecycle from hire to retire by streamlining processes in our centralized platform. We're passionate about technology, customer success, and innovation, and we're looking for top talent to join our team and make significant contributions to our products, technology, and customers.
**About arenaflex**
arenaflex is one of the top 50 fastest-growing private software companies in the U.S., and we're proud of our entrepreneurial environment where innovation is encouraged and rewarded. We're a company that values customer advocacy, successful execution of communication with a customer base, and maintaining a high rate of customer satisfaction in any customer interaction. If you're passionate about customer success and want to join a dynamic team that's making a difference in the Public Sector, we want to hear from you!
**What You Will Do**
As a Mid Market Customer Success Manager at arenaflex, you'll be the customer's voice within the organization, serving as their advocate to ensure their continued success. Your key responsibilities will include:
* **Be the customer's voice**: Serve as the customer's advocate to ensure their continued success and satisfaction.
* **Project manage communication plans**: Develop and execute communication plans to customers through targeted communication blasts.
* **Track and monitor account health**: Monitor net promoter score results, churn risks, and create remediation plans to mitigate risk and ensure customer success.
* **Mitigate risk**: Partner with customers to establish a plan to achieve success and mitigate risk.
* **Monitor contract renewals**: Track and manage contract renewals to ensure customer satisfaction and retention.
* **Deliver WOW-like experiences**: Be creatively proactive to deliver exceptional customer experiences that exceed customer expectations.
* **Increase customer lifetime value**: Increase customer lifetime value and improve usage and product adoption per at-risk site and account.
* **Manage escalations**: Manage escalations and coordinate the resolution and participation of required staff to resolve customer disputes.
* **Track customer complaints**: Track customer complaints and actions taken to maintain or increase customer satisfaction.
**Who You Are**
We're looking for a passionate customer-focused individual who:
* **Works well with others**: Thrives in an ever-changing environment and works well with others to achieve common goals.
* **Is an analytical thinker**: Has strong organizational skills, can multitask, and work independently while producing high-quality results.
* **Has a thirst for knowledge**: Continuously seeks knowledge and independently maintains knowledge relating to our customers, product, process, and the Customer Success industry.
* **Is a people-person**: Has excellent presentation, written, and oral communication skills.
* **Is a multi-tasker extraordinaire**: Has exceptional time management skills and can prioritize tasks effectively.
**What You Have**
To be successful in this role, you'll need:
* **Previous HR or Public Safety experience**: Preferred, but not required.
* **Minimum of four (4) years of experience**: In a Customer Relationship, Customer Success Management, Account Management, or related role.
* **Experience managing accounts**: With ARR valued at $40-$99k within a large book of business (150-175).
* **Ability to identify and manage multiple stakeholders**: Including Executive levels.
* **Experience in a demanding role**: Requires strong leadership, proven priority management, and high emotional intelligence.
* **Strong technical background**: Particularly with online software (SaaS) products and services preferred.
* **Salesforce or Gainsight knowledge**: Preferred.
* **NEOGOV and/or PowerDMS knowledge**: Preferred.
* **Track record of success**: Working directly with customers to resolve issues.
**What arenaflex Offers**
We're proud to offer a comprehensive benefits package that includes:
* **Competitive Wages**: A salary that reflects your value to our team.
* **Comprehensive Benefits package**: Medical, dental, vision, and other benefits for full-time employees effective Day One.
* **Generous PTO**: To support work-life balance and ensure you have time to recharge.
* **401K Matching**: To help you plan for your future.
* **12-week Paid Parental Leave**: To support you and your family during this special time.
* **Autonomy to grow**: The freedom to grow and find your career path with supportive leadership.
* **Remote working opportunities**: The flexibility to work from anywhere and maintain a healthy work-life balance.
* **Inclusive and diverse work environment**: A workplace that values and celebrates diversity and inclusion.
**How to Apply**
If you're passionate about customer success and want to join a dynamic team that's making a difference in the Public Sector, we want to hear from you! Apply now to become a part of arenaflex's team and start driving customer advocacy and success today!