At arenaflex, we're pushing the boundaries of healthcare technology to improve lives and extend human potential. As a Customer Engagement Specialist, you'll play a pivotal role in advancing our customer base in the US, driving customer satisfaction, and product adoption. If you're passionate about delivering exceptional customer experiences and have a knack for building strong relationships, we want to hear from you.
**A Day in the Life at arenaflex**
At arenaflex, we're committed to improving healthcare access and equity for all. Our Digital Technologies Business Unit is at the forefront of this mission, leveraging cutting-edge AI technology, computer vision, and augmented reality to deliver safer surgery around the world. Our Touch Surgery Ecosystem includes innovative video management and data analytics platforms for hospitals, as well as award-winning surgical training applications.
As a Customer Engagement Specialist, you'll be part of a Global team, working closely with sales, product, and engineering teams to drive customer success. Your responsibilities will follow the customer journey, with a focus on Live accounts within your region. You'll be responsible for:
* Monitoring account health post-Go-live and creating action plans to increase adoption, maximize platform utilization, and prevent churn
* Collaborating in the implementation of a scalable customer engagement strategy
* Building and maintaining interactive and engaging relationships with the live customer base, driving customer satisfaction and product adoption, retention, renewal, and expansion
* Analyzing, presenting, and discussing data insights with clinicians and administrators, with an ability to understand their operational and clinical goals
* Influencing and collaborating with the wide arenaflex sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results
* Leading customer business reviews, engaging with clinical and administrative stakeholders, and ensuring polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents, and Hospital IT
* Developing and maintaining a deep understanding of the Touch Surgery Ecosystem and building working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development
* Identifying and discussing with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments
* Developing and maintaining a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows
* Reinforcing product training and introducing new features/upgrades to the clinical teams
* Product operation and troubleshooting, supported by our expert technical teams
* Augmenting implementation capacity and assisting in the Go-Live of our technologies for selected projects, in support of the Implementation team
**Must-Haves**
* Bachelor's degree required
* Previous minimum experience of 4 years in customer success, account management, commercial roles, or equivalent relevant experience
* Strong project management skills and experience with customer success software platforms
* Ability to communicate and influence effectively across multiple internal teams and customer departments
* Ability to analyze customer data, extract actionable insights, and leverage data to optimize customer engagement strategies
* Ability to travel 25-75% of the time, as needed, to customer sites
* Technical proficiency to understand our products and industry
**Nice-to-Haves**
* Business acumen and commercial mindset – track record of driving adoption of digital solutions in the healthcare industry
* Solid experience in the Operating Room from either a clinical, technology, consultancy, or medical device perspective
* Ability to work remotely and productively for an international company
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a culture of belonging and inclusivity. We believe in putting people first, respecting their diversity, and empowering them to make a meaningful impact. Our team is passionate about delivering exceptional customer experiences and driving innovation in healthcare technology.
**Benefits and Compensation**
arenaflex offers a competitive salary and flexible benefits package, including:
* Salary ranges for U.S. (excl. PR) locations (USD): $112,000 - $145,000
* Health, Dental, and vision insurance
* Health Savings Account
* Healthcare Flexible Spending Account
* Life insurance
* Long-term disability leave
* Dependent daycare spending account
* Tuition assistance/reimbursement
* Simple Steps (global well-being program)
* Incentive plans
* 401(k) plan plus employer contribution and match
* Short-term disability
* Paid time off
* Paid holidays
* Employee Stock Purchase Plan
* Employee Assistance Program
* Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
* Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)
**Why Join arenaflex?**
At arenaflex, we're committed to improving healthcare access and equity for all. We're passionate about delivering exceptional customer experiences and driving innovation in healthcare technology. As a Customer Engagement Specialist, you'll have the opportunity to:
* Build a better future, amplifying your impact on the causes that matter to you and the world
* Grow a career reflective of your passion and abilities
* Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for building strong relationships, we want to hear from you. Apply now to join our team and be part of a global mission to improve healthcare access and equity for all.
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