Job Description
At arenaflex, we're on a mission to revolutionize the way companies approach leadership development and coaching. As a Customer Experience Specialist on our Sounding Board team, you'll play a critical role in ensuring the successful implementation of our coaching and SaaS-based services for large-scale enterprise clients. If you're passionate about delivering exceptional customer experiences, driving business impact, and scaling coaching practices organization-wide, we want to hear from you. **About arenaflex** arenaflex is a consultancy specializing in the people side of strategy. For over three decades, we've been designing powerful experiences that have a profound and lasting impact on businesses and their people. We help the world's leading companies turn strategy into results by combining deep business knowledge with transformational development. Our next-generation approach equips leaders for tomorrow, inspires new ways of thinking, and builds critical capabilities through targeted interventions, including working sessions, workshops, offsites, and more. **About Sounding Board** Sounding Board, an arenaflex company, is a first-of-its-kind coaching enablement platform for large enterprises. We offer both the technology infrastructure and the coach network to enable and scale coaching practices organization-wide. With a vision to democratize access to coaching across all levels of an organization, Sounding Board combines a SaaS, cloud-based management platform with a high-quality, managed network of global coaches that can deliver remote, virtual 1:1, and group coaching at scale. Our customers include large-scale enterprise Fortune 500 companies, and when they partner with us, they see a resulting increase in promotion, retention, and in critical leadership skills in their managers. **What You'll Do at arenaflex** As a Customer Experience Specialist on our Sounding Board team, you'll be responsible for: * Developing, maintaining, and growing multiple customer relationships to ensure the successful implementation of coaching and other SaaS-based services * Gaining deep understanding of customer business objectives and aligning coaching initiatives to drive measurable impact * Leading successful roll-out of Sounding Board services to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually * Maintaining a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement * Analyzing customer data and generating insightful reports that enhance the customer experience and demonstrate the business impact of coaching * Serving as a Subject Matter Expert on coaching as a leadership development program for corporate HR/L&D leaders * Collaborating closely with the sales team to drive renewals, reduce churn, and expand customer accounts * Representing the voice of the customer to inform our sales/marketing process and product roadmap **Key Responsibilities:** * Develop and maintain strong relationships with 25+ clients, ensuring successful implementation of coaching and SaaS-based services * Analyze customer data to generate insightful reports that enhance the customer experience and demonstrate business impact * Collaborate with the sales team to drive renewals, reduce churn, and expand customer accounts * Serve as a Subject Matter Expert on coaching as a leadership development program for corporate HR/L&D leaders * Represent the voice of the customer to inform our sales/marketing process and product roadmap **What We're Looking For** We're seeking an experienced Customer Experience Specialist who possesses: * 1-5 years of professional experience supporting the delivery of adult learning, talent/human resource, and/or professional development programs, ideally with a focus on leadership development * 1-5 years of professional experience in a customer-facing role such as Customer Success, Engagement Management, Relationship Management, Account Management, or Customer Support * Completion of a 4-year degree * Based in the US * Eligible to work in the US permanently without sponsorship * Strong attention to detail and proven ability to manage multiple, complex projects simultaneously * Comfortable managing a book of business of $500K – 1M+ * High level of technical fluency, comfortable working with a large tech stack, and learning new programs and systems quickly * Results-driven mentality, with a strong ability to learn quickly and adapt * Strong consultative and analytical skills with the ability to generate customer-facing reports * Exceptional client management, project management, organization, meeting facilitation, and written communication skills * Proficient in using project management, work management, and/or customer success applications and tools (e.g., Asana, Salesforce, Microsoft Office Suite) **Preferred Qualifications:** * 1-5 years of professional experience working in or with enterprise-level companies * 1-5 years of working in a SaaS environment * Exposure to or involvement in scaling customer programs within a technology-driven organization **Salary Information** Annual Salary Range: $75,000- $90,000, commensurate with experience. This role is also eligible for commission. **Why Join arenaflex?** At arenaflex, we're passionate about delivering exceptional customer experiences and driving business impact. We offer a dynamic and supportive work environment, with opportunities for growth and development. If you're passionate about coaching, leadership development, and customer success, we want to hear from you. **How to Apply** If you're a motivated and experienced Customer Experience Specialist looking to join a dynamic team, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job