Experienced Strategic Customer Success Manager (Enterprise) – Driving Customer Value and Growth at arenaflex

At arenaflex, we're revolutionizing the way Aerospace, Aviation, and Medical Tech manufacturers work by empowering their teams with augmented reality (AR) work instructions on the frontline. Our WorkLink product is the first knowledge platform to combine AR work instructions and remote assistance into one enterprise-ready platform, taking the efficiency of manufacturing, technical training, and industrial productivity to new levels. As a Strategic Customer Success Manager (Enterprise) at arenaflex, you'll play a critical role in driving customer value and growth by delivering exceptional customer experiences, identifying opportunities for growth, and building strong relationships with our strategic customers.

About arenaflex

arenaflex is a leading provider of augmented reality (AR) solutions for the Aerospace, Aviation, and Medical Tech industries. Our mission is to empower manufacturers to work smarter, faster, and more efficiently by providing expert build guidance on demand. With our WorkLink platform, we're helping our customers increase productivity, service, and delivery, while reducing costs and improving overall quality.

Responsibilities

As a Strategic Customer Success Manager (Enterprise) at arenaflex, you'll be responsible for serving as the primary point of contact for post-sales activities, including customer onboarding, consultative program management, and assigned commercial activities. You'll work closely with our customers to deliver best practices, guidance, and value reviews, focusing on recommendations to best align our platform to their business goals and strategies. Some of your key responsibilities will include:

• Serving as the primary point of contact for post-sales activities, including customer onboarding, consultative program management, and assigned commercial activities
• Delivering best practices, guidance, and value reviews to customers, focusing on recommendations to best align our platform to their business goals and strategies
• Proactively engaging customers and working closely with named accounts to ensure they are trained and successfully using our products
• Analyzing customer feedback and data to deliver solutions based on internal and industry best practices
• Advocating for customers leading internal teams and projects to solve customers' needs
• Monitoring and tracking customer health, identifying risks, developing success milestones, and delivering customer recommendations through maintained stakeholder contact and recurring customer meetings
• Prioritizing and proactively driving timely resolution of customer inquiries, proposing innovative ideas to evolve the customer experience toward greater value
• Traveling to meet with customers quarterly, as needed

Role Requirements

To be successful in this role, you'll need to have:

• 4+ years of applicable experience as a full lifecycle Customer Success Manager
• Bachelor's degree or equivalent career experience
• Experience with the following technologies: Sharepoint, Excel, GSuite (slides, documents, etc.), Figma, or related visual or workflow tools, Hubspot, Zendesk, and Atlassian products (JIRA, Confluence)
• Proficient interpersonal skills, demonstrated by the ability to build and maintain authentic business relationships at the executive level and effectively manage relational challenges
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences
• Proficient understanding of Sales lifecycle concepts within the Software as a Service industry
• Ability to communicate highly technical details simply to non-technical audiences
• Willingness to travel to customer sites and trade events as needed
• Ability to effectively forecast, take measurable action steps toward, and exceed when possible, both net and gross retention goals
• Proficient organization of projects and associated internal/external teams: exhibited project management and time management skills

Preferred Qualifications

While not required, the following qualifications are preferred:

• Account Management, Consulting, Product Training and Enablement, Project Management, or Change Management experience
• Experience or knowledge in providing SaaS to the following industries: Manufacturing, Field Services, Construction/Engineering, Automotive, Aerospace/Defense
• Basic understanding of standard integration practices and key customer side stakeholders that lead key technical deployment activities (e.g. SSO, Enterprise systems, APIs, etc.)

Additional Information

arenaflex is committed to fair and equitable hiring practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Compensation and Benefits

This role is eligible for up to a 20% annual bonus and commission for helping advance expansion deals. Pay will be commensurate with the experience, skills, and qualifications that the candidate brings to the position. arenaflex offers a competitive benefits package that includes group health benefits, flexible work/life accommodations, and options. If you're passionate about delivering exceptional customer experiences, driving customer value and growth, and working in a fast-paced, collaborative team environment, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job