Experienced Customer Experience Manager – Driving Seamless Milk Accounting Experiences

At arenaflex, we're revolutionizing the way the agriculture, food, and beverage supply chains operate. Our innovative AgTech solutions and services empower companies to feed a growing world, and we're looking for a talented Customer Experience Manager to join our team. As a key member of our customer-facing team, you'll be responsible for ensuring seamless, high-quality experiences for our Milk Accounting customers. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex offers a unique blend of technology, risk management, and market intelligence that supports the complex needs of companies involved in dairy, livestock, crops, and agribusiness. With decades of experience and industry-leading innovations, we provide our customers with the tools and insights they need to operate more efficiently, sustainably, and strategically across every stage of the supply chain. Our team is passionate about making a positive impact on the world, and we welcome candidates from all backgrounds to contribute their unique perspectives to our team.

Key Responsibilities

As a Customer Experience Manager at arenaflex, you'll be responsible for:

Support Case Resolution and Customer Monitoring

+ Track all milk accounting support and service cases to ensure timely and effective resolution + Engage in Tier II support activities as needed – with a focus on enterprise accounts + Proactively review and identify at-risk customer interactions and escalate as appropriate + Serve as the central point of visibility across Customer Experience, Support, and Services to ensure cases and customer needs are met and resolved in a timely manner + Interface with cross-department teams for problem-solving, trouble-shooting, and customer communications (i.e., tech team, customer service, product, development)

Customer Experience Insights and Analysis

+ Analyze case trends to identify recurring issues across system functionality, processes, or user knowledge gaps + Compile and share data-driven insights with internal stakeholders to inform product, process, and CX improvements + Track KPIs related to case resolution time, customer sentiment, and knowledge engagement + Build regular cadence to engage clients to understand satisfaction with products/services (build user group concept)

Implementations

+ Lead and manage end-to-end implementation process, including project planning, timeline management, milestone tracking, and risk mitigation + Conduct discovery sessions with customers to gather business requirements and define success criteria + Collaborate with internal product, services, and support teams to configure the software based on customer needs and best practices + Oversee system setup, integration, and testing phases, ensuring alignment with scope and timeline + Facilitate user onboarding, including initial training sessions, documentation delivery, and support + Monitor adoption and usage in the early stages post-implementation to ensure a smooth handoff to ongoing support or customer success teams + Capture lessons learned and contribute to the continuous improvement of the implementation process, templates, and playbooks

Expert Knowledge and Guidance (SME)

+ Act as a key resource for internal and external teams, providing guidance and clarity on product capabilities, common customer use cases, and best practices + Contribute to product roadmap discussions and feedback loops by representing the voice of the customer and highlighting recurring needs or gaps + Lead product demos for prospective clients + Collaborate with internal teams to troubleshoot complex issues and validate solutions across arenaflex offerings + Partner with internal SMEs to build learning paths and training modules based on real-world case data and customer struggles + Contribute to and maintain a library of external-facing documentation, FAQs, and training materials + Maintain up-to-date knowledge of product features, enhancements, and known issues to ensure accurate communication and resolution of customer cases + Identify opportunities to enhance proactive support through scalable education content + Contribute to the vision of the arenaflex payroll product and help quantify the value of payroll software and individual features within the product

Ad-hoc Projects

As with all positions within arenaflex, this role contemplates that beyond the specific expectations of the position, the successful candidate will at times be assigned ad-hoc projects based on company priorities and objectives.

Qualifications

* Bachelor's degree in business, training, or education

• A minimum of 5 years of experience in supply chain management services preferred

Competencies for Success

* Project Management: Guides projects through successful execution and completion, influences teams to achieve the project goal through effective communication, negotiation, risk management, organization, and planning.

• Process Improvement: Analyze information from a variety of resources to understand cause and effect, then with priorities, costs, risks, and benefits; Creates or improves processes to minimize future issues
• Tenacity and Emotional Resistance: Reacts to unexpected challenges and conflicts in a calm and measured fashion; Works toward improving performance
• Detail Oriented: Strong attention to detail and organization skills are critical to the position.
• Cross-Functional Collaboration: Strong ability to work collaboratively across teams and inspire team members to achieve organizational goals.

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a cutting-edge AgTech company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the position. We can't wait to hear from you! Apply for this job