At arenaflex, we're revolutionizing the way manufacturers approach supply chain sustainability. As a leading solution provider, we're committed to helping top-tier manufacturers navigate the complexities of supply chain management and achieve their sustainability goals. With a strong track record of success and a growing global presence, we're seeking an experienced Customer Success Manager to join our team.
**About arenaflex**
arenaflex is a pioneering company that has disrupted the traditional approach to supply chain sustainability. Our innovative solutions and expert insights have earned us a reputation as a trusted partner for manufacturers seeking to optimize their supply chains and reduce their environmental footprint. With a strong commitment to diversity, equity, and inclusion, we're building a team that reflects the diversity of our customers and the communities we serve.
**Hybrid Work Model**
At arenaflex, we believe in the power of flexibility and autonomy. Our remote-first work model allows our team members to work from anywhere, while also providing opportunities for in-person collaboration and connection. For team members located near our global offices, we offer a flexible schedule that includes one day of in-person work per week. This approach enables us to attract and retain top talent from around the world while also fostering a sense of community and connection among our team members.
**Job Description**
As a Customer Success Manager at arenaflex, you'll play a critical role in delivering exceptional service to our customers and driving business growth. Your primary responsibility will be to develop and nurture lasting relationships with our customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey. You'll work closely with our customers to define and execute on their project plans, ensuring program success and delivering exceptional service.
**Key Responsibilities:**
* Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey.
* Define compliance programs from start to finish, working with the Program Support teams to execute on tasks required to achieve client milestones.
* Actively manage the client relationship and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions to preserve and grow revenue.
* Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics.
* Lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews.
* Align solutions to address customers' specific challenges, optimizing business value and increasing product adoption.
* Conduct program reviews to have a deep understanding of the needs, status, gaps, and next steps to ensure all client tasks are proactively anticipated and supported.
* Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams.
* Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
* Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
* Take on special projects to enhance customer success management processes.
* Serve as a peer partner to new team members as required.
* Coordinate user permissions in the arenaflex platform with Platform Operations.
* Advocate and collaborate with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals.
* Possess intermediate regulatory knowledge in order to consult with clients in program direction.
* Work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.
* Input and maintain up-to-date communications, conversations, and correspondence with arenaflex clients in the CRM.
* Be familiar with corporate security policies and follow the guidance set out by processes and procedures of arenaflex.
**Qualifications:**
* Excellent oral and written communication skills in Korean and English - you communicate clearly, concisely, and with tact, additional languages are considered an asset.
* A University, College, and/or Post Graduate Certificate in a related area of study or equal working experience.
* Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field.
* Working knowledge of consultative customer management and/or project management roles.
* Experience working in a technology/SaaS and/or a Professional Services organization would be considered an asset.
* Solid interpersonal skills - you are able to build stable relationships in a collaborative environment with a diverse group of stakeholders - internally and externally.
* Solid Microsoft Excel skills - you know how to harness the power of pivot tables and lookup functions for data management and analysis.
* Excellent time management and organizational skills - ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders.
* You have an insatiable thirst for knowledge - you are motivated to learn and keep yourself up-to-date with regards to changing regulations.
* You possess maturity, poise, and professionalism.
* You are emotionally intelligent - you are self-aware, can see things from various points of view, and self-regulate.
* You are intellectually curious with excellent problem-solving skills.
* You anticipate, understand, and respond to the needs of others and are proactive about communicating.
* You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals.
* You are a critical thinker and can suggest, implement, and support efficient and effective operations.
* You are open to feedback, coachable, and always striving to self-improve.
* You are proficient in the use of MS Office Suite and Google Applications and other Office Productivity tools.
**Additional Information**
**Life at arenaflex**
At arenaflex, we believe that you and your family's well-being is important. As a result, we offer:
* Vacation time that increases with tenure
* Comprehensive benefits packages (details vary by country)
* Life leave days
* Flexible work options
* Volunteer days
* Opportunities to get involved in corporate giving initiatives
* Professional development days available to you the day you start
**Diversity, Equity, and Inclusion**
At arenaflex, we're committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs). We believe in recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.
**How to Apply**
If you're a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply to this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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