Job Description
At arenaflex, we're on a mission to revolutionize the way people live, work, play, and connect by providing fast, reliable internet connections and an exceptional customer experience. As a Customer Success Representative, you'll play a critical role in driving customer growth and loyalty by building long-term, value-based relationships with our largest customers. If you're a driven, creative, and energetic professional with a passion for delivering exceptional customer experiences, we want to hear from you! **About arenaflex** arenaflex is a leading provider of fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers. We're committed to creating a world-class fiber network and delivering a customer experience second to none. **Job Summary** As a Customer Success Representative at arenaflex, you'll report directly to the Director, Enterprise Inside Sales and Customer Success. Your primary responsibility will be to ensure our largest customers are wildly successful in delivering on their critical business objectives through leveraging their current arenaflex solutions. You'll do this by viewing our products from the customers' perspective, monitoring early indicators of customer health, proactively addressing their concerns, and helping them better use our technology to meet their corporate goals and objectives. **Key Responsibilities** As a Customer Success Representative, you'll have the following duties and responsibilities: * Build long-term, value-based relationships with decisionmakers and influencers to understand the customer's landscape and establish loyalty * Manage overall customer metrics, including usage data, health indicators, and renewal dates to align with customer objectives * Evaluate product and portal adoption maturity level to address roadblocks and provide best practices and a prescriptive approach to address needs * Construct and implement a customer success plan across all steps of the lifecycle, setting expectations for each milestone, ensuring personalized value, and driving positive customer experience to achieve desired outcomes * Recognize opportunities for expansion based on knowledge of the arenaflex portfolio, partnering with sales as necessary * Implement revenue management practices driving accountability and goal alignment, revenue retention, and growth strategies, including value realization, renewal execution, risk management, and customer growth * Manage risks to customer success, identify root causes, define, and activate solutions, and deploy cross-functional support to resolve * Partner with sales, delivery, and support to set proper expectations and ensure successful deployment of solutions and services * Responsible for defining and executing renewal strategy via clear alignment of customer priorities and roadmap, incorporating on-net migrations, managing write-downs positively impacting arenaflex profit margins **Professional Success Competencies** To succeed in this role, you'll need to demonstrate the following professional success competencies: * Communicating: Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external * Problem Solving and Decision Making: Identifying issues, problems, and opportunities; obtaining and comparing information from various sources to draw conclusions, developing and evaluating alternatives and solutions, solving problems, and choosing a course of action * Driving for Results: Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiating, focusing, and monitoring the efforts; proactively acting, and going beyond what is needed * Client and Partner Relationships: Developing and sustaining relationships based on an understanding of client, partner, and stakeholder needs and actions **What It Takes to Catch Our Eye** To be considered for this role, you'll need to have: * 7+ years of customer success or account management experience * Bachelor's Degree or equivalent work experience * Experience in working with complex, Fortune 500, multi-divisional, international customers * Comfortable presenting, consulting, and advising at C-level and other executives * Assertive verbal and written communications skills with the ability to build strategic relationships (deep and wide) within organizations * Ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf * Strong analytical skills with the ability to translate data into customer insights and leverage with customer engagement strategies * Experience in collaborating and guiding cross-functional teams (e.g., Sales, Product, Marketing, Service Delivery) * Strong technology and data networking knowledge with technical aptitude to stay current in evolving technology sector * Effective and confident decision making based on business and financial principles * Working knowledge of MS Office suite **Why Join Us?** At arenaflex, we're committed to creating a contemporary work environment that values diversity, equity, and inclusion. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. We also invest in technology that enables our entire team to stay connected. Why? Because we recognize the value of finding the best talent for the job, wherever they may be. **Competitive Compensation and Comprehensive Benefits** We offer competitive compensation and comprehensive benefits, including: * Competitive medical, dental, vision, and life insurance * Employee assistance program * 401K plan with company match * Host of voluntary benefits * Comprehensive benefit program that reflects our underlying belief in promoting overall wellness through physical, emotional, and financial health **Inclusion and Belonging** At arenaflex, we believe that inclusion and belonging are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive, and high-quality internet, because we believe doing so promotes equity in the communities we serve. **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [[email protected]](mailto:[email protected]) to initiate the accommodations process. **Apply Now** If you're a driven, creative, and energetic professional with a passion for delivering exceptional customer experiences, we want to hear from you! Apply now to join our team and be a part of the arenaflex journey to revolutionize the way people live, work, play, and connect. Apply for this job