Job Description
Are you a passionate and dynamic professional with a knack for delivering exceptional customer experiences? Do you have a strong background in software implementation and consulting, with a flair for Spanish language expertise? If so, we want to hear from you! arenaflex is seeking an experienced Full Stack Customer Success Advisor to join our team, and we're looking for someone who embodies the qualities of a true customer advocate. **About arenaflex** arenaflex is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a global and growing community of over 2 million businesses, we're proud to support a diverse range of industries and help our users streamline operations, drive growth, and crush their goals. Our platform is built on a foundation of creativity, collaboration, and impact, and we're committed to fostering a culture where innovation thrives, ideas are celebrated, and people come first. **Our People** At arenaflex, we're a global team of over 1,500 members across 15+ countries, operating in a remote-first environment. We're building more than software – we're building a global community that's rooted in creativity, collaboration, and impact. Our culture is built on the principles of innovation, inclusivity, and customer-centricity, and we're passionate about empowering our users to achieve their goals. **Our Impact** Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark – and we get to help make that happen. **Who You Are** We're looking for a dynamic and passionate Spanish-speaking Customer Success Advisor to join our team. As an Advisor, your sole responsibility is to position yourself as the subject matter expert on software business growth through the effective use of technology. You'll utilize your expertise in business process/change management and software technologies by implementing software best practices and ensuring adoption and success with arenaflex software. **Responsibilities** As a Full Stack Customer Success Advisor, your key responsibilities will include: * Listening and fully understanding customer requirements and 'pain points' and translating customer requirements into implementation plans * Developing, coordinating, and executing implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery * Designing, creating, and managing applications, and software integration/migration deployments * Implementation services are delivered within scope or managing any changes in project scope, plans * Identifying potential issues and collaborating with leadership when needed, to develop contingency plans * Working with other departments and personnel to ensure information on customer needs are communicated * Following up relentlessly with lagging or non-engaging accounts to ensure they implement arenaflex successfully in their business * Assisting in Educational webinars, workshops, and more * Staying up to date with product features and releases * Identifying opportunities to streamline procedures, enhance revenue, and improve product efficiency * Updating customer journey playbooks * Demonstrating technical acumen to convert plans into workable solutions * Communicating a passion for customer success with a team player attitude * Monitoring, anticipating, and exceeding customer adoption and usage metrics (i.e., renewals and net promoter scores) * Conducting analysis of approved customer content and creating a transition plan or migration plan * Advising customers on best practices, risks, and changes that impact institutional processes and timelines * Responsible for driving consulting milestones and achieving the agreed-upon implementation schedule * Providing guidance to customers to address critical and/or outstanding issues impacting the successful Implementation * Actively leading the consulting engagement throughout the implementation * Driving collaboration between internal functional teams and customers to achieve milestones and deliverables * Handling basic support requests during the implementation phase * Developing a strong rapport with new accounts to ensure they are enthusiastic about arenaflex and set up for long-term success * Always looking for ways to improve our onboarding delivery * Maintaining product knowledge and consistent education * Cross-training with other success functions * Other duties may be assigned and/or modified as business needs change **Requirements** To be successful in this role, you'll need: * Fluency in Spanish and English is required * Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support * 2-3 years of experience using arenaflex or other similar vertical solutions * Strong skills, tact, and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills * Ability to handle multiple tasks in a fast-paced environment * Knowledge of internal systems preferred (arenaflex, Freshdesk, etc.) * Strong understanding and proficiency in software solutions and professional service offerings * 2+ years of customer consulting work experience preferred * 2+ years of marketing experience is a plus! * Strong verbal and written communication skills * IT technical skills and platform integrations * Experience in managing a diverse group and training each according to company standards * Great communication skills, verbal, written, and presentation capabilities with both customers and leadership * Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction * Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment * Strong analytical and organizational skills with superior attention to detail * Ability to produce high-quality documents, SOP's, and customer journey Playbooks * Strong computer literacy, including MS Office Suite, Internet applications, and comfort and ability **Additional Information** At arenaflex, we value diversity and are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you're passionate about delivering exceptional customer experiences and have a strong background in software implementation and consulting, we want to hear from you! Apply now to join our team as a Full Stack Customer Success Advisor – Spanish Language Expertise. Apply for this job