Experienced Full Stack Customer Success Manager – Enterprise Account Management and Strategic Partnership Development

Join arenaflex, a trailblazer in the hospitality technology sector, as we continue to revolutionize the way restaurants and convenience stores engage with their guests. Our cutting-edge digital guest engagement platform is designed to enhance guest experiences, cultivate enduring customer loyalty, and drive profitability through innovative engagement strategies. With two decades of industry expertise, our mission is to maximize client relationships and drive success through consultative support and strategic partnerships.

About arenaflex

arenaflex is a leading provider of cloud-based digital guest engagement solutions, serving over 1,800 leading restaurant and convenience store brands across 50,000 locations globally. Our comprehensive platform encompasses a range of services, including loyalty programs, online ordering, gift cards, branded mobile applications, and valuable strategic insights. We are committed to empowering our clients with the tools and expertise they need to succeed in today's competitive market.

Position Overview

We are seeking an experienced Full Stack Customer Success Manager to join our team. As a strategic partner and advocate for our esteemed clients, you will play a pivotal role in ensuring their success and satisfaction with our platform. The ideal candidate will possess a deep understanding of client needs and industry dynamics, offering consultative support to drive long-term retention and growth.

Key Responsibilities

* Conduct regular engagement with assigned clients to facilitate their success post-implementation, ensuring consistent alignment with their business objectives through proactive communication.

• Represent customer needs and trends within the organization, providing valuable insights for service enhancement and driving impactful solutions.
• Assess customer relationship strengths and proactively mitigate potential risks, cultivating robust relationships with stakeholders at all levels, including C-suite executives and operational teams.
• Spearhead the development and execution of Strategic Business Reviews and Success Plans customized for each client, elevating customer awareness of available resources, features, and tools to optimize platform utilization.
• Maintain meticulous and current records of account profiles, key contacts, and engagement history within our CRM, collaborating with the sales team to identify and qualify new business opportunities.
• Contribute to the creation of a library of customer testimonials and case studies, assisting clients in evolving their guest engagement initiatives and remaining abreast of platform developments, company vision, and industry trends to serve as a knowledgeable resource.
• Monitor key performance indicators (KPIs) related to feature adoption, engagement metrics, and client retention, with occasional travel necessary to support client needs.

Required Skills

* Exceptional communication and interpersonal abilities, with a strong inclination to inspire clients and collaborate effectively with team members.

• Proficient in engaging with C-suite executives and delivering compelling presentations during Strategic Business Reviews.
• Strong active listening skills, capable of asking perceptive questions to uncover customer needs and rapidly building rapport with clients to streamline processes and enhance experiences.
• A client-centric approach to addressing challenges, demonstrating a commitment to delivering outstanding service and driving long-term satisfaction and retention.

Qualifications

* A minimum of 5 years of experience in customer success or account management, particularly in technical (SaaS) environments.

• Proven ability to navigate ambiguity and utilize creative problem-solving techniques to drive impactful solutions and advocate for customer requirements within an organization.
• Demonstrated history of driving client success and satisfaction, with a strong understanding of industry dynamics and client needs.

Company Culture and Values

arenaflex is committed to fostering a culture that values customer success, collaborative teamwork, and a spirit of innovation. We empower our employees to take ownership of their roles and provide access to programs such as tuition reimbursement and resources like LinkedIn Learning to support their professional development.

Career Growth Opportunities

We are deeply committed to the professional development of our team members, providing opportunities for career advancement through mentorship and leadership pathways within the company. Our comprehensive benefits package includes:

• Salary Range: $90,000 - $120,000
• 401(k) contributions with an additional annual company contribution
• Medical, dental, and vision insurance with substantial premium coverage, alongside options for Health Savings Accounts (HSA) and flexible spending accounts (FSA)
• Generous parental leave, company-paid short-term and long-term disability, and life insurance
• Flexible Time Off (FTO) policy, encompassing accrued leave, public holidays, and additional floating holidays
• Employee Assistance Program, tuition reimbursement, and free LinkedIn Learning membership
• Voluntary benefits such as discounted pet insurance, identity theft protection, and legal coverage for various needs

Don't Hesitate, Apply!

We value a great attitude and a willingness to learn above all. If you don't meet every single requirement, don't worry! Submit your application today and join our team of passionate professionals dedicated to driving customer success and satisfaction. Apply to this job Apply for this job