Job Description
At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a leader in the experience management space, we're committed to helping our clients unlock the full potential of their customers through our cutting-edge platform. We're now seeking an exceptional Manager, Customer Success - Goods & Services to join our team and help drive business value for our Enterprise-tier customers. **About the Role** As a Customer Success Leader, you'll have the unique opportunity to combine your passion for developing and leading teams with your expertise in solving complex business problems. You'll lead a team of Technical Success Managers who will work closely with our Enterprise-tier customers to ensure they get the most out of our products and services. From initial onboarding to ongoing platform maturity, your team will be the trusted advisors that help our customers deliver on their business objectives and overcome the challenges they face. **Responsibilities** As a Manager, Customer Success - Goods & Services at arenaflex, you'll be responsible for: * **Growing and Leading a Team of Technical Success Managers**: You'll be responsible for developing and leading a high-performing team of Technical Success Managers who will deliver high-touch technical support and technology configuration services to our Enterprise-tier customers. * **Hiring, Onboarding, Training, and Retaining Top Talent**: You'll work closely with our Talent Acquisition team to identify, hire, and onboard top talent for the Technical Success Manager role. You'll also be responsible for training and developing your team members to ensure they have the skills and knowledge needed to succeed in their roles. * **Providing Coaching and Mentorship**: As a leader, you'll provide coaching and mentorship to guide the career development of your Technical Success Managers. You'll help them set goals, develop skills, and advance in their careers. * **Managing Team Capacity, Forecasting, Financial Performance, and Resource Allocation**: You'll be responsible for managing the capacity, forecasting, financial performance, and resource allocation of your team. You'll work closely with our Finance team to ensure that your team is operating within budget and that we're delivering on our financial commitments. * **Driving XM in the Enterprise Business Segment**: You'll be responsible for driving Experience Management (XM) in the Enterprise business segment. This will involve working closely with our Sales, Product Management, Engineering, and Professional Services teams to identify opportunities to grow our current customer base and renew existing contracts. * **Building and Managing Relationships with Senior Executives**: You'll build and manage relationships with senior executives at our customer organizations. You'll work closely with them to understand their business objectives and develop solutions that meet their needs. * **Traveling to Onsite with Customers and Your Team**: As needed, you'll travel to onsite with customers and your team to ensure that we're delivering on our commitments and that our customers are getting the most out of our products and services. * **Working with Cross-Functional Counterparts**: You'll work closely with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to ensure that we're delivering on our commitments and that our customers are getting the most out of our products and services. * **Communicating Team Impact and Results**: You'll communicate the impact and results of your team to key partners, including our Sales, Product Management, Engineering, and Professional Services teams. **Requirements** To be successful in this role, you'll need: * **8+ years of professional experience** in a combination of strategy, consulting, operations, product management, or an equivalent field. * **3-5 years of people leadership and direct client management experience**. You'll need to have a proven track record of successfully building and leading teams and delivering key business results. * **Prior leadership experience**, including building and leading teams. You'll need to have a strong understanding of what it takes to build and lead a high-performing team. * **Client relationship management experience**, including direct interaction with C-level/Senior Director+ level stakeholders. You'll need to have a strong understanding of what it takes to build and maintain relationships with senior executives. * **Strong prioritization skills** with the ability to drive multiple concurrent projects from beginning to end. You'll need to be able to prioritize tasks and manage your time effectively to deliver on your commitments. * **Ability to utilize data and metrics** to communicate strategy to internal stakeholders and external clients. You'll need to be able to use data and metrics to tell a story and communicate your strategy to stakeholders. * **Bachelor's or advanced degree** with a concentration in science, technology, business, or a related field. **Nice-to-Haves** While not required, the following skills and experiences would be a plus: * **Experience working with clients in the Goods & Services space**. You'll need to have a strong understanding of the Goods & Services industry and be able to communicate effectively with clients in this space. * **Passion for coaching and mentoring high-performing team members**. You'll need to have a passion for coaching and mentoring team members and be able to develop and implement effective coaching and mentoring programs. * **Entrepreneurial spirit with a high tolerance for ambiguity and complexity**. You'll need to be able to navigate ambiguity and complexity and be able to think creatively to solve problems. **Benefits** At arenaflex, we offer a range of benefits to our employees, including: * **Work life integration** with frequent office events, team outings, and happy hours. We believe in work life integration and offer a range of benefits to support our employees' work life balance. * **Qualtrics Experience Program** - $1,800 for an experience of your choosing (eligible after a year). We believe in providing our employees with opportunities to learn and grow, and our Qualtrics Experience Program is just one example of this. * **30 paid days off** - 15 PTO + 5 Personal Days + 10 Holiday Closures. We believe in providing our employees with time off to relax and recharge, and our paid time off policy reflects this. * **Standard benefits package** (medical, dental, vision, life insurance, etc.) with snacks, drinks, and free lunches in offices. We believe in providing our employees with comprehensive benefits and a range of perks to support their well-being. **How to Apply** If you're a motivated and experienced leader who is passionate about customer success, we'd love to hear from you. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Apply for this job