Job Description
At arenaflex, we're a leading fintech company that focuses on the human element, supporting local markets with our advanced cloud-based trading communications and managed connectivity solutions. With a global presence, we empower our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency in the fast-paced global financial markets. As a key member of our cross-functional team, the Customer Success Manager (CSM) plays a vital role in delivering customer base growth and facilitating the ease of doing business with arenaflex. This exciting 6-month contract opportunity is based in Japan (Tokyo) and offers a unique chance to join a team dedicated to delivering groundbreaking products and making a significant impact on our clients' success. **About arenaflex** arenaflex is the technology and service leader that powers the financial markets globally. We meet the Communication, Compliance, and Network Solution needs of global financial institutions, helping clients anticipate and solve problems. With a strong commitment to innovation, exceptional services, and comprehensive technology, we set the standard for the industry. Our global financial community includes over 6,000 market participants in 700 cities across six continents. Through service excellence, long-developed expertise, and a focus on innovation and community, we provide agile and efficient ways for our customers to adapt to the ever-changing requirements for advanced data networks, compliance, and collaboration with all counter-parties across the financial markets. **Job Responsibilities** As a Customer Success Manager, you will lead, direct, and oversee the arenaflex Customer lifecycle for new and existing Customers. Your primary goal is to improve the focus of our sales channels through organizational accountability and increased productivity. Key responsibilities include: * Maintaining and growing the customer base through base change management, mitigating attrition, minimizing credits and re-rates, and managing the customer experience * Providing quotations, processing orders, implementing and completing the billing process, and account realization * Upselling and conducting consultative pre-selling, assisting sales to drive new business through time and customer management * Providing strategic consultations for the customer base to uncover new opportunities and working with sales, marketing, and product to implement compelling sales and marketing programs targeted to specific financial market segments * Tracking base performance and developing strategies and tactics to continuously improve base growth * Collaborating with cross-functional departments to optimize overall revenue **Account Maintenance** * Reviewing and processing controls for issuing credits * Securing financial awareness of customer profiles (e.g., billing audits, spend, billing reports) * Updating arenaflex internal systems with customer profiles/records * Interfacing with arenaflex finance collections and customers * Working with arenaflex legal department to ensure a high level of business acumen in respect of customer contracts * Understanding customer standard and bespoke contractual obligations, service level agreements (SLAs), pricing, and discount structures * Managing customer reporting and visibility of service performance through the arenaflex Xchange Portal * Overseeing the development and enhancement of customer reporting improvement initiatives * Ensuring customers are registered and educated on the arenaflex Xchange Customer Portal * Ensuring customers are registered to the arenaflex University (Unigy E-learning, ILT & DLT) **Training & Cutover** * Interfacing with project management, sales, and installation departments to discuss user training and cutover coverage * Scheduling and performing customer user training on the features and functionality of all arenaflex turret platforms * Providing the customer with customized training material for new products and features * Providing floor support on go-live day, reacting to issues encountered at cutover, and following up with project manager and service technician until resolution of trouble is completed **Administration** * Working closely with internal arenaflex departments and the customer to resolve complaints and issues * Assisting with maintaining customer-related data within internal arenaflex systems * Supporting special requirements and providing feedback to IT for eventual automation **Experience and Skills Requirements** * At least 3 years within a customer relationship/sales account management environment * Open to working in an IT and telecommunication industry * Customer lifecycle management * Involvement and participation in customer-facing circumstances * Working with large global accounts * Managing complex and bespoke customer contracts and pricing * Exposure to the trading floor environment * Intermediate level PC skills required, MS Office Suite, PowerPoint knowledge required **Additional Information** At arenaflex, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs. Your precise work schedule will be determined by you and your line manager before commencement of employment with arenaflex. You can explore more about our culture, offerings, and commitment on our careers page. **arenaflex's Work Culture** The arenaflex work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made arenaflex what it is today. Our strength as an organization is the sum of our different backgrounds, perspectives, skills, and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities, and striving for excellence. Our people have continued to deliver groundbreaking solutions to our clients for over 50 years. If you're a motivated and results-driven professional looking for a challenging opportunity to make a significant impact, we encourage you to apply for this exciting Customer Success Manager role at arenaflex. Apply for this job