Experienced Digital Customer Success Partner - UK & DACH

Join arenaflex, a leading provider of collaborative learning solutions, in shaping the future of work and empowering organizations to upskill from within. As an Experienced Digital Customer Success Partner, you will play a pivotal role in driving the success of our clients in the UK and DACH regions, leveraging our 360Learning platform to deliver exceptional customer experiences.

About arenaflex

arenaflex is a pioneering company that enables organizations to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. arenaflex powers the future of work at 1,700 organizations, founded in 2013, and has raised $240 million with 400+ team members across North America and EMEA.

About the Role

As an Experienced Digital Customer Success Partner, you will be responsible for supporting our clients in their digital training strategy through the 360Learning platform. You will lead the setup and support for clients across our UK and German markets during the launch of their new collaborative learning software. Your primary objectives will be to ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available, ensure the business impact of our solution is in line with the client's business objectives, work closely with the EMEA account management team to ensure client KPIs are met, and create and develop processes to handle a one-to-many approach, reporting, and communication processes.

Key Responsibilities

* Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available

• Ensure the business impact of our solution is in line with the client's business objectives
• Work closely with the EMEA account management team to ensure client KPIs are met
• Create and develop processes to handle a one-to-many approach, reporting, and communication processes
• Host meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success
• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning Germany and the United Kingdom, including outbound campaigns, inbound ticket management, and hosting webinars
• Define planning of the initiatives on the solution
• Identify and document customer use-cases
• Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to grow your book of business

Within 1 month, you will:

* Master our product and Convexity corporate culture

• Familiarize yourself with the processes and tools used by our CS team
• Participate in your first customer meetings with other CSMs from our team

Within 2 months, you will:

* Host your first meetings with customers and get feedback from your peers

• Start new projects with new clients
• Participate in regular Discovery Meetings with customers to identify the features that will impact your customers' success

Within 4 months, you will:

* Define the learning transformation roadmap with the client and identify the resources needed to achieve them

• Activate and build a digital strategy for your book of business spanning Germany and the United Kingdom, including outbound campaigns, inbound ticket management, and hosting webinars
• Define planning of the initiatives on the solution
• Identify and document customer use-cases
• Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to grow your book of business

Within 12 months, you will:

* Reduce churn by identifying customers at risk and implementing an action plan

• Identify and record in our CRM SFDC strong leaders within the client's team
• Develop and share good business practices with the entire Client Success Team

Essential Qualifications

* At least 2 years of experience in a Customer Success position, ideally in the SaaS-industry

• Fluent proficiency in English and German
• Proactive and prefer working in a results-oriented culture
• Capability to prioritize and manage a large portfolio of clients
• Ability to express your ideas through data in a clear and concise manner, both in writing and orally
• Strong interest for the digital industry, education, and e-learning in particular

Preferred Qualifications

* Experience working with collaborative learning platforms

• Knowledge of the education and training industry
• Familiarity with CRM software and customer success tools
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities

What We Offer

*

Compensation:

Package includes base salary, a variable component, and equity

Benefits:

Work From Home perks, medical insurance, gym subscription, 1 month parental leave for the second parent

Balance:

Flexible hours, Total work from home possible anywhere in Germany

Diversity, Equity, and Inclusion:

We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group's activities and providing a quick path to impact

Corporate Social Responsibility:

Review our CSR Charter: [arenaflex.com/blog/corporate-social-responsibility-charter](http://arenaflex.com/blog/corporate-social-responsibility-charter)

Culture:

A framework that will help you make an impact - envision our way of working and our Convexity Culture: [https://bit.ly/Convexity_arenaflex](https://bit.ly/Convexity_arenaflex) & find out more about the teams, product, and processes [https://bit.ly/42H1ggC](https://bit.ly/42H1ggC)

The Interview Process

* Phone screen with our recruiter

• Discovery meeting with a member of the CSP DACH team
• Case study with the Digital CSP Coach and CSP Coach UK team
• Clarification meeting with a Customer Success Manager
• Cultural Fit interview with our Chief Customer Officer
• Offer!

Get Ready

Get ready using our Knowledge Base: [https://bit.ly/42H1ggC](https://bit.ly/42H1ggC)

Additional Information

* Who We Are: arenaflex enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training.

• Learning Includes Everyone: arenaflex believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status, or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate.

Apply Now

Apply to this Job: [https://empllo.com/jobs/view/arenaflex-digital-customer-success-partner-uk-dach-3363951](https://empllo.com/jobs/view/arenaflex-digital-customer-success-partner-uk-dach-3363951) Apply for this job