Job Description
Are you a seasoned professional with a passion for building strong relationships and driving customer success? Do you have a knack for technical expertise and business consultation? Look no further! arenaflex is seeking an experienced Customer Success Manager to join our team in Saudi Arabia. As a key member of our customer success team, you will be responsible for fostering and building relationships with our existing customers, ensuring their continued success and satisfaction with our products and services. **About arenaflex** arenaflex is a next-generation data analytics and business intelligence platform that has revolutionized the way businesses make decisions. Our platform provides an integrated end-to-end data experience, from data acquisition and enrichment to visualizing and sharing results. With a cloud-based service that widens our reach into businesses of all sizes, we are committed to delivering cost-effective, agile, and impactful analytics solutions. Our customers love us, with 90% of companies that try arenaflex becoming customers, and over 98% of our customers still with us. **The Role** As an experienced Customer Success Manager, you will be responsible for building long-term engagement plans with our existing customers, ensuring they are becoming successful and realizing the value that our platform offers. You will work closely with our Account Executives (Sales) to develop and execute customer success strategies, and will be the single point of contact and escalation for our customers. Your technical expertise and business consultation skills will be essential in guiding our customers along their journey to success with arenaflex. **Key Responsibilities** * Foster and build overall relationships with assigned customers, including increasing adoption, ensuring retention, and long-term customer success * Establish a trusted/strategic advisor relationship with each assigned customer and drive the continued value of our products and services * Conduct technical working sessions to jointly architect solutions leveraging the arenaflex Designer Desktop with prospective new users * Conduct enablement sessions to provide hands-on training on the arenaflex products * Proactively work with customers to establish critical goals or other key performance indicators and aid the customer in achieving their goals * Advocate customer needs/issues cross-departmentally with a diplomatic and level-headed approach * Remain up-to-date on arenaflex solutions and products and maintain familiarity and adherence to all Company methods and procedures * Be the single point of contact and escalation for the customer, including directing customers quickly and efficiently to additional help resources such as Help & Training within the application, and personally helping with questions/issues * Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable * Responsible for customer references, case studies, and testimonials for the portfolio of customers in collaboration with the Marketing team * Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business * Work closely with internal resources on escalation and resolution processes for critical customer issues **What We're Looking For** * 4 years of experience in technical implementations or Sales Engineering * Saudi nationality only * Experience in SaaS or software solutions is highly preferred * Ability to travel up to 50% of the time or as business needs arise * Experience setting long-term goals and guiding projects, people, and processes toward attainment * Demonstrated problem-solving skills and ability to show good judgment in decision-making * Demonstrated ability to work under the pressure of a constantly changing and rapidly evolving work environment and industry * Demonstrated ability to handle multiple responsibilities in a collected manner * Willingness to ask for help when it is required * Excellent verbal and written communication skills along with superior presentation skills required * Demonstrated analytical and problem-solving skills, particularly those applicable to a "Big Data" environment * Familiarity with CRM tools and customer success platforms (e.g., Salesforce, Gainsight) * Fluency in Arabic and English is required **Why Join arenaflex?** * We're building something that truly optimizes the way business intelligence is done * We're backed by marquee VC's such as Google Ventures and Kleiner Perkins * We were named one of Inc. Magazine's Best Workplaces of 2022 * We're the only vendor to be recognized in the 2022 Gartner Magic Quadrant and the 2022 Gartner Market Guide * You'll be part of an early team that is building a game-changing analytics product that will allow companies to answer complex questions in seconds...not days or weeks like the current solutions **Equal Employment Opportunity** arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. **How to Apply** If you're a motivated and experienced professional looking to join a dynamic team that is changing the way businesses make decisions, apply now to become our next Customer Success Manager! Apply for this job