Job Description
Join arenaflex, a global leader in collaborative learning software, as we continue to revolutionize the way companies upskill their employees, train customer-facing teams, and enable customers and partners. As a key member of our Customer Team in the German market, you will play a crucial role in ensuring the region's success through our clients' success. If you're passionate about delivering exceptional customer experiences, driving business growth, and working in a dynamic, results-oriented culture, we want to hear from you! **About arenaflex** arenaflex enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. arenaflex is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners – all from one place. We power the future of work at 1,700 organizations, with a global footprint that celebrates cultures, perspectives, and experiences from all over the world. **Job Summary** As a Customer Success Manager in the DACH region, you will be responsible for ensuring the successful implementation and adoption of our collaborative learning software among our clients. You will work closely with our local sales team, customer success colleagues throughout Europe and the US, and our product managers to deliver exceptional customer experiences, drive business growth, and identify new project opportunities. **Key Responsibilities** * Manage the implementation team to support customers during the launch of their new collaborative learning software, acting as a project manager when local language is needed. * Continuously support our clients in their digital training strategy through the 360Learning platform. * Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available. * Work closely with the local sales team to ensure client KPIs are met, while liaising with your customer success colleagues throughout Europe and the US. * Identify and document customer use-cases, develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams. * Work with the Account Managers to identify new project opportunities to develop the account. **Within 1 Month** * Master our product and Convexity corporate culture. * Familiarize yourself with the processes and tools used by our CS team. * Participate in your first customer meetings with other CSMs from our team. **Within 3 Months** * Host your first meetings with customers and get feedback from your peers. * Start new projects with new clients. * Participate in regular Discovery Meetings with Product Managers to identify the features that will impact your team's activity. **Within 6 Months** * Define the learning transformation roadmap with the clients and identify the resources needed to achieve them. * Define a retro-planning of the initiatives on the solution and vouch for it. * Identify and document customer use-cases. * Develop a relationship of trust between the client and arenaflex, particularly by having direct contact with top management teams. * Work with the Account Managers to identify new project opportunities to develop the account. **Within 12 Months** * Reduce churn by identifying customers at risk and implementing a remedial action plan. * Identify strong leaders within the client's team. * Develop and share good business practices with the entire Client Success Team. **Essential Qualifications** * 3-4 years of experience in a Customer Success position, ideally in the SaaS industry. * Native German and fluent English proficiency. * Ability to work in a strong results-oriented culture. * Capability to prioritize and manage a big portfolio of clients. * Excellent interpersonal and communication skills. * Strong interest in the digital industry, education, and e-learning in particular. * Enthusiasm for our culture, which can be found here: **Preferred Qualifications** * Experience in a similar role in the DACH region. * Knowledge of the German market and its specific requirements. * Familiarity with our product and its features. **Skills and Competencies** * Excellent communication and interpersonal skills. * Strong problem-solving and analytical skills. * Ability to work in a fast-paced, dynamic environment. * Strong results-oriented culture and ability to prioritize and manage a big portfolio of clients. * Excellent time management and organizational skills. * Ability to work independently and as part of a team. * Strong interest in the digital industry, education, and e-learning in particular. **Career Growth Opportunities and Learning Benefits** * arenaflex offers a comprehensive onboarding program to ensure your success in your new role. * Regular training and development opportunities to enhance your skills and knowledge. * Opportunities for career growth and advancement within the company. * Collaborative and dynamic work environment that encourages innovation and creativity. **Work Environment and Company Culture** * arenaflex is a global company with a diverse and inclusive culture. * Our offices are located in the heart of major cities, offering a dynamic and vibrant work environment. * We offer flexible working hours and a work-from-home policy to ensure a healthy work-life balance. * arenaflex is committed to diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and inclusive for all employees. **Compensation, Perks, and Benefits** * Competitive salary and variable component. * Comprehensive benefits package, including health insurance, social security, and unemployment insurance. * Work-from-home allowance and flexible working hours. * Opportunities for career growth and advancement within the company. * Collaborative and dynamic work environment that encourages innovation and creativity. **Interview Process** * Phone Screen with our Talent Acquisition Manager. * Discovery Meeting with a Customer Success Manager. * Case Study with our Director of Customer Success (US) and a team member. * Clarification Meeting with our Director of Customer Success (UK). * Culture Fit Meeting with our Chief Customer Officer. **How to Apply** If you're passionate about delivering exceptional customer experiences, driving business growth, and working in a dynamic, results-oriented culture, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job