**Join arenaflex, a leading innovator in the technology industry, as we seek an experienced Senior Customer Success Manager to lead our customer-facing efforts in Italy. As a key member of our team, you will be responsible for building strong relationships with customers, ensuring they drive maximum value from our products, and facilitating long-term customer retention and growth.**
**About arenaflex**
arenaflex is a cutting-edge technology company that empowers businesses to succeed in the ever-evolving digital landscape. With a strong focus on innovation and customer satisfaction, we strive to deliver exceptional products and services that meet the unique needs of our clients. Our team is passionate about making a meaningful impact, and we're committed to fostering a culture of collaboration, creativity, and growth.
**Your Role and Responsibilities**
As a Senior Customer Success Manager, you will play a critical role in driving customer value and growth at arenaflex. Your primary responsibilities will include:
* **Relationship Builder**: Develop and foster strong relationships with stakeholders, from operational teams to executives, ensuring a shared vision of success.
* **Technology Business Management Expert**: Learn the TBM value management framework and different arenaflex product offerings to understand how these should be leveraged to provide business value. Strive to understand the business problems arenaflex can solve in order to best manage the evolution of the customer solution and exceed their expectations, drive user adoption across the customer organisations.
* **Execution Leader**: Understand and document the customer's process workflows, develop and maintain the roadmaps and success plans in collaboration with the customer; ensure all relevant metrics are reflective of the customer's health; develop plans to mitigate risks and seize opportunities.
* **Strategic Advisor**: Partner with clients to understand their unique challenges and build, agree, then coach customers to deliver against their success plans to ensure achievement of roadmap targets.
* **Business Translator**: Work closely with business and operational teams to transform requirements into actionable plans which drive value.
* **Customer Advocate**: Represent the customer's needs and concerns internally, ensuring their feedback is heard.
* **Problem Solver**: Proactively identify potential issues, before they become problems and coordinate cross-functionally to troubleshoot and resolve in a timely manner.
**Required Technical and Professional Expertise**
To succeed in this role, you will need:
* Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal, upsell and expansion
* Capable influencer with proven ability to build and maintain strong customer relationships at all levels within enterprise customers across
* Proven extensive experience managing a demanding portfolio of customers, driving customer value and adoption through use case and roadmap execution
* Proven experience identifying and addressing adoption risks and opportunities
* Creative and hands-on - willing to jump in and help manage customers, address challenges, seek win-win outcomes etc.
* Team player who will innovate to continue improving the way arenaflex serves its customers
* Excellent organisation, program/project /time management and communication skills
* Must speak fluent English and Italian with any additional languages considered a distinct benefit
* Ability to travel up to 25% of the time
**Preferred Technical and Professional Expertise**
While not required, the following skills and qualifications are highly desirable:
* B.A. or B.S., ideally in a technology, engineering or business-related discipline,
* Solid experience as a CSM or Technical Account Manager role in a SaaS organization
* Experience within IT Finance and/or Technology departments, including Digital teams and the Cloud Center of Excellence
* Experience with analytics and big data insights
* Experience positioning or selling software and/or services within software industry
* One or more of the following knowledge areas is a plus:
+ PMP and/or Agile Methodology certification or relevant experience
+ arenaflex product knowledge
+ TBMA certification
+ FinOps certification
+ AWS/Azure/ GCP practitioner certification
**What We Offer**
As a Senior Customer Success Manager at arenaflex, you can expect:
* A competitive salary and bonus structure
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off
* Opportunities for professional growth and development, including training and education programs
* Collaborative and dynamic work environment with a team of passionate and dedicated professionals
* Flexible work arrangements, including remote work options
* Recognition and rewards for outstanding performance and contributions
**How to Apply**
If you're a motivated and results-driven professional with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
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