Job Description
At arenaflex, we're revolutionizing the way professional services and their clients do business together. As a leading revenue generation platform for accounting and professional services businesses, we empower 7,250+ businesses to reach their full revenue potential. With a vision to transform the industry, we're committed to delivering an outstanding customer experience that sparks greater efficiency and profitability. We're seeking an experienced Customer Experience Operations Specialist to join our team in the West Coast US. This critical role will support all aspects of Customer Experience (CX) Operations at arenaflex, driving strategic alignment with our growth plans and delivering operational rigor to our current CX programs. If you're a results-driven professional with a passion for CX, we want to hear from you. **About arenaflex** arenaflex is a global SaaS scale-up company that fosters a collaborative, open, and transparent culture. Our team comprises curious and intelligent colleagues who thrive in a fast-paced, changing environment. We're committed to paying our team members fairly, clearly, and above all, paying for growth and performance. Our benefits package includes employee stock options, 401k program with employer matching, 20 days of accrued annual leave/vacation, and more. **Key Responsibilities** As a Customer Experience Operations Specialist, you'll be responsible for: * **Tool Management**: Administer the current CX Tech Stack and work with stakeholders across the group to evaluate, implement, and test new tools that support all initiatives, including scaled CX. * **Data Management and Reporting**: Collaborate with partners across the organization to prioritize and execute data and product needs, including health scoring, churn prediction, and risk signals, to drive proactive, impactful CX playbooks and interventions. * **Trusted Partner**: Build strong, trusted partnerships with the Global Customer Experience (CX) team, understanding their needs to provide strategic insights and recommendations. Influence planning and day-to-day operations to drive alignment across regions. * **Program Support**: Execute CX initiatives, including Scaled CX, Customer Journey, NRR, and other global initiatives. * **Key Account Management Process Optimization and Ownership**: Support the design, implementation, and on-going management of processes and workflows that enhance the efficiency and effectiveness of the Key Account Manager Team. * **Financial alignment**: Drive the operational components required to track Net Revenue Retention (NRR) performance. * **Enablement**: Partner with functions across the business to identify training needs, assist in developing materials, and ensure the Account Management teams are equipped with the tools and knowledge to succeed. * **Cross-Collaboration**: Partner with leaders across Sales, Finance, Product, Data, Marketing, Customer Experience, and Revenue Operations by sharing feedback, requirements, and best practices to ensure efficient operations. Represent CX Operations within the wider Revenue Operations team. **Qualifications** To succeed in this role, you'll need: * Experience working in a CX Operations role within a B2B sales organization, preferably Software, SaaS, or Technology. Bonus points for experience within FinTech, Payments, or within a start-up/scale-up business. * Experience of working within a scaled CX environment, which is PLG driven, in an operations capacity is preferred. * Demonstrated experience & understanding of modern customer success tools. Bonus points for experience of using Vitally. * Strong analytical skills with the ability to interpret data and provide actionable insights. * Project Management: You have demonstrated strong project management and coordination skills, with the ability to explain complex processes simply. Must be an exceptionally organized individual, who is used to managing tasks and project boards in modern project management systems, such as Asana. * Communication Skills & Influence: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels of the organization. Evidenced experience influencing Sales Leaders, making data-driven recommendations, and gaining support for action. * Business & Strategic Thinking: Ability to think strategically and develop long-term plans that align with company objectives and growth plans. * You have the ability to thrive in a fast-paced, changing environment while maintaining rigorous attention to detail and data accuracy. **What We Offer** * Employee stock options from day one * 401k program with employer matching * 20 days of accrued annual leave/vacation plus 10 wellbeing days to prioritize yourself and your loved ones * Paid parental leave * Additional paid day off to celebrate your birthday, along with volunteering leave * Health, dental, and vision benefits starting immediately * Annual education allowance reimbursement to support your professional development * Employee recognition program * Quarterly wellness allowance to invest in your personal wellness * Paid subscriptions to Headspace and LifeWorks EAP & Wellbeing Platform * Flexible working arrangements, supported by WFH reimbursement and technology allowance to ensure your safety while working from home * Personal tax return assistance (since we're in the accounting business!) **Compensation** This role has a minimum annual salary of $80,000 and maximum annual salary of $125,000. You'll notice the range is intentionally broad - this reflects the journey we expect someone to take in the role: from early skill development, to becoming accomplished and highly proficient, all the way through to consistently delivering excellence. When hiring talented individuals to join our team, we've found that new team members are best set up for success when hired toward the midpoint of the range, depending on their existing experience and alignment to the role. For this position, a typical starting salary would be around $100,000. Our Talent Acquisition team will discuss compensation and benefits in more depth with those selected to interview with us. **Why Join arenaflex?** Join our global SaaS scale-up company where we foster a collaborative, open, and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who thrive in a fast-paced, changing environment. We're committed to delivering an outstanding customer experience that sparks greater efficiency and profitability. **How to Apply** If you're a results-driven professional with a passion for CX, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact email]. We're an equal opportunity employer, providing fair consideration to all applicants regardless of background. We're committed to providing accommodations throughout the hiring process. If there's a fit, we'll work with you to meet your accessibility needs. Apply for this job