At arenaflex, we're on a mission to revolutionize the way we interact with our customers. As a Senior Customer Success Manager, you'll play a critical role in shaping the future of our program and driving business growth for our most influential Sellers on the arenaflex Store. If you're passionate about delivering exceptional customer experiences, building strategic relationships, and driving business results, we want to hear from you.
**About arenaflex**
arenaflex is a leading e-commerce platform that offers a wide range of products and services to our customers. Our mission is to provide an exceptional customer experience, and we're committed to making it happen. With a strong focus on innovation, customer obsession, and a Day 1 mentality, we're always looking for talented individuals who share our passion for making a difference.
**Job Summary**
As a Senior Customer Success Manager, you'll be responsible for driving business growth for our Sellers by providing customized insights and recommendations, educating them on relevant tools and services, and delivering a positive experience with our program. You'll work closely with our Sellers to identify opportunities for growth, develop strategic plans, and execute on those plans to drive business results. If you're a strategic thinker with a passion for customer success, we want to hear from you.
**Key Responsibilities**
* **Business Growth**
+ Identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience.
+ Analyze data and trends to identify, action, and/or influence long-term opportunities for growth.
+ Act as a strategic and influential partner for our Sellers, proactively seeking out new opportunities and creating tailored solutions and recommendations.
+ Lead business strategy development and design long-term account plans, collaborating effectively with cross-functional teams and our Sellers.
+ Possess the ability to manage and deliver against complex account goals where strategy is not defined.
* **Seller Relationship Management**
+ Build effective working relationships with our Sellers, serving as a trusted advisor and business advocate.
+ Deliver timely, accurate, and professional operational support to all Sellers in your portfolio within a specified SLA.
+ Drive optimal program and Customer Success Manager satisfaction.
+ Liaise with other partner teams and coordinate cross-functionally to resolve Seller issues and questions quickly with high quality.
* **Program Process Excellence**
+ Act as a thought leader in defining success criteria and understanding business needs of Sellers in an ever-changing business environment.
+ Improve team efficiency and optimize previously defined processes, managing initiatives and delivering critical solutions, improvements, and mechanisms.
+ Assist with the definition and design of tools, standard operating procedures, and processes of Seller Services.
+ Identify, quantify, and define feature enhancements and new products to improve arenaflex products based on customer feedback, data analysis, and feature gaps with competitive products.
**A Day in the Life**
As a Sr Customer Success Manager, a typical day might include:
* Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to close gaps to goals with your Customers in your weekly call.
* Educating a new contact at your Customer on how to better leverage arenaflex tools and systems.
* Deep diving and resolving an item buyability issue that was surfaced by your Customer.
* Following up with internal arenaflex teams who you are dependent on to deliver tasks for your Customers.
* Meeting with your Retail Category Manager to understand Category strategy and discuss your Customer's role in their strategy.
* Lead a meeting with your Customer and internal arenaflex team members to educate them on a new arenaflex Supply Chain program.
**About the Team**
The arenaflex Vendor Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Sr. Customer Success Mgr, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you will be a member of the Consumables Category team, and the designated Sr. Customer Success Mgr supporting one to four Selling Partners within the Consumables categories. Consumables categories consist of Health & Personal Care, Pets, Grocery, Beauty, Premium Beauty, and Baby.
**Basic Qualifications**
* Experience: 4+ years professional experience in Buying, Merchandising, Planning, and/or relevant experience within Account Management, Management Consulting, and/or relevant experience in negotiating, nurturing, and growing customer relationships.
* Education: Bachelor's degree
* Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
* Relationship Development: Proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
* Communication: Excellent verbal and written communication.
* Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
* Planning: Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
* Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.
**Preferred Qualifications**
* E-Commerce experience.
* Retail experience.
* Strong attention to detail with a proven ability to effectively manage multiple projects and priorities in an ambiguous, fast-paced/deadline-driven environment.
* Able to root cause issues and identify scalable solutions to address.
* Experience with partnering cross-functionally to drive results including continuous improvement initiatives. (process improvement techniques such as Kaizen, Lean Manufacturing, Six Sigma, PDCA, DMAIC)
* 4+ years' experience in account management, marketing, buying, or customer success delivery in related industries like retail, telecom, technology, or hospitality.
* Experience using analytical, sales, and productivity tools including Oracle Business Intelligence, Salesforce, Microsoft Excel, Microsoft OneNote, and Microsoft SharePoint.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a base salary range of $72,000/year in our lowest geographic market up to $154,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company, and we offer a full range of medical, financial, and/or other benefits.
**How to Apply**
If you're a strategic thinker with a passion for customer success, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**About arenaflex**
arenaflex is a leading e-commerce platform that offers a wide range of products and services to our customers. Our mission is to provide an exceptional customer experience, and we're committed to making it happen. With a strong focus on innovation, customer obsession, and a Day 1 mentality, we're always looking for talented individuals who share our passion for making a difference.
**Leadership Principles**
arenaflex's Leadership Principles help us keep a Day 1 mentality. They aren't just a pretty inspirational wall hanging. arenaflexians use them, every day, whether they're discussing ideas for new projects, deciding on the best solution for a customer's problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit [insert link].
**Company Size**
arenaflex has over 10,000 employees worldwide.
**Industry**
arenaflex operates in the retail industry.
**Founded**
arenaflex was founded in 1994.
**Website**
Visit [insert link] to learn more about arenaflex.
**Apply Now**
Apply for this exciting opportunity by clicking [insert link]. We can't wait to hear from you!
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