Job Description
At arenaflex, we're revolutionizing the way financial institutions manage risk and protect their customers. As a Senior Customer Success Manager, LATAM, you'll play a pivotal role in ensuring our clients derive maximum value from our innovative RiskOps platform. If you're passionate about delivering exceptional customer experiences, driving business growth, and staying at the forefront of financial technology, we want to hear from you. **About arenaflex** arenaflex is the world's first RiskOps platform for financial risk management, safeguarding global commerce with our cutting-edge cloud-based risk management platform powered by machine learning and artificial intelligence. Our mission is to secure the transition to a cashless world while enabling digital trust in every transaction and payment type. With a valuation of +$1.5B and a presence in 190 countries, we're trusted by the world's largest banks, processors, and retailers to protect trillions of dollars and manage risk while improving the customer experience. **Join Our Fast-Paced and Collaborative Environment** At arenaflex, we believe in the power of our product and are committed to building something extraordinary. Our fast-paced and open environment is the perfect place for talented professionals to grow and thrive. As a Senior Customer Success Manager, LATAM, you'll work closely with a collaborative team spanning across the globe, delivering exceptional results and driving customer satisfaction. **Your Key Responsibilities** As a Senior Customer Success Manager, LATAM, your primary objective will be to drive customer satisfaction, foster product adoption, and contribute to the overall success of our clients in leveraging arenaflex's innovative technology. Your key responsibilities will include: * **Client Relationship Management** + Develop and nurture strong, long-lasting relationships with key clients + Act as the main point of contact for customer inquiries, concerns, and escalations + Regularly engage with senior stakeholders to understand their evolving needs and expectations + Handle complex situations that require aligning multiple stakeholders from different levels of seniority and unblock issues that, though they may be customer responsibility, have an impact on the overall adoption and value realization + Develop joint success plans with customer senior stakeholders * **Value Maximization** + Collaborate with clients to identify opportunities for maximizing the value they derive from arenaflex products + Provide guidance and best practices to ensure clients are effectively utilizing the full range of product features + Proactively identify and address potential challenges, working towards solutions that align with client goals + Jointly with the key stakeholders develop a value plan with clear objectives (such as total fraud reduction and reduced customer friction) that are aligned with their strategy * **Product Adoption and Training** + Develop and execute tailored onboarding and training plans for clients in collaboration with the product enablement team + Ensure clients are proficient in utilizing arenaflex products to meet their specific business objectives + Monitor and analyze user adoption metrics, providing insights and recommendations for improvement * **Advocacy Building** + Identify and nurture customer advocates who are willing to share their success stories, including participation in user groups and customer advisory boards + Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with arenaflex * **Feedback Collection and Product Improvement** + Gather customer feedback on product experiences and share insights with the product development team + Act as a bridge between clients and the arenaflex Product development organization, ensuring that client needs are considered in future product enhancements * **Account Management** + Proactive management of renewals – from alignment of value realization and success plans to guarantee to commercial management of the renewals + Proactive management of account growth – Understand business dynamics at the customer and leverage those to grow revenue at the customer (focused on organic growth, i.e., based on volumes growth or other revenue drivers linked to existing use case) **Your Qualifications and Skills** To succeed in this role, you'll need: * **Bachelor's degree in Technology, Business, or a related field** * **10+ years of experience in a customer-facing role (consulting, customer support, account management) that includes issue resolution, relationship management, and stakeholder management** * **Previous experience in roles that required technical understanding, particularly in customer success management within the technology or software industry** * **Strong understanding of fraud prevention space (preferably for Banks or Acquirers)** * **Ability to analyze data and provide actionable insights** * **Results-driven with a focus on customer satisfaction** * **Passionate about delivering success for customers, embodies a customer-centric mindset, and strives to deliver excellence at every opportunity** * **Exceptional communication, presentation, and interpersonal skills. Demonstrates ability to challenge, negotiate, influence, and persuade stakeholders. Ability to convey technical concepts to both technical and non-technical audiences** * **Ability to work autonomously, take ownership, and accountability** * **Technical and problem-solving skills with the ability to understand/recognize root causes of challenges** * **Organizational skills – can prioritize, multi-task, and demonstrates adaptability** * **Project Management skills including strong reporting capability** * **Commercial and Business Acumen – understand and speak to business drivers** * **Fluent in English (written and verbal)** **Your First 30-Days at arenaflex** As a new member of our team, you'll be immersed in our brand with training, connections, and one-on-one time with your manager. You'll have the opportunity to shadow your colleagues virtually or onsite at an office, depending on where you work, as you're supported through your arenaflex journey. You'll also have access to a ton of information to give you history, context, and all the knowledge you can handle about arenaflex and the team. Finally, you'll start working on projects and collaborating on work currently being done. **Why Join arenaflex?** * **Competitive compensation and benefits package** * **Opportunities for career growth and professional development** * **Collaborative and dynamic work environment** * **Chance to work with a cutting-edge technology and innovative products** * **Diverse and inclusive company culture** **How to Apply** If you're passionate about delivering exceptional customer experiences, driving business growth, and staying at the forefront of financial technology, we want to hear from you. Apply now to become a part of our fast-paced and collaborative environment at arenaflex. **arenaflex is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.** **arenaflex does not accept unsolicited resumes from recruiters or employment agencies.** **arenaflex will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by arenaflex for 24 months following your application. Please see our Privacy Notice available at and for more information on how we process your personal data.** Apply for this job