At arenaflex, we're on a mission to empower life science teams to launch and scale life-saving products. We're doing that by building a connected and integrated quality management platform for the entire life science ecosystem. arenaflex is trusted by hundreds of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development.
Our team is all-remote, and currently distributed across North America, Europe, and Australia. We're passionate about creating a work environment that's inclusive, supportive, and empowering. If you're a motivated and customer-focused individual who thrives in a fast-paced environment, we'd love to hear from you.
**What's the Opportunity?**
arenaflex's Customer Success team is looking for a Customer Success Associate to improve our retention, customer growth, and customer experience. Through detailed account planning and management skills and focus on delivering top customer experience at scale, you will be responsible for renewal management, risk management, and growth for your customers.
**Your Day-to-Day**
As a Customer Success Associate, your day-to-day will be a mix of proactive and reactive work. The proactive work includes running customer meetings, handling renewals, up-sells, and some project management. The reactive will consist of support and general account management duties.
**Key Responsibilities:**
* Be the key contact and advocate for your assigned customer list
* Improve Customer engagement and adoption through proactive touchpoints and driving Customers through an adoption journey
* Develop and deliver win/win outcomes for customer renewals that optimize contract terms while protecting and enhancing customer trust
* Partner with Account Management to drive upgrade revenue from new product feature adoption and expanded usage
* Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base
* Follow and adhere to standard methodologies for all internal processes including Opportunity Management, Risk Management, Quoting and Forecasting
**Essential Qualifications:**
* 1-2 years in a customer-facing role managing B2B customer relationships, preferably in SaaS
* Proven expertise in driving win-win outcomes in contract negotiations
* Demonstrated experience as a trusted advisor to customers
* Adaptability to take on new projects and adjust to changing priorities
* Great communication skills across multiple mediums (video conference, phone, email)
* Experience with Salesforce.com, Catalyst, GSuite (or similar software)
* Exceptional organizational and time management skills
* The ability to thrive in a fast-paced environment
**Preferred Qualifications:**
* Experience managing a book of business with accountability for renewal rate and growth
* Experience in detailed contract negotiations
* Experience in ownership of continuous improvement projects
**What We Offer:**
* Competitive salary
* Matching 401k (US)
* Medical, Dental, and Vision Benefits
* Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance (US)
* Unlimited vacation policy
* Company allowance for home office supplies
* 12 weeks paid parental leave (or country-specific)
* Opportunity to make a difference through helping life-saving products get to market
**A Note to Candidates:**
We're committed to building a diverse and inclusive company and we're most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that's okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.
If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you. Apply now to join our team at arenaflex!
**How to Apply:**
To apply for this exciting opportunity, please visit our careers page at [arenaflex careers page URL]. We can't wait to hear from you!
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