Join arenaflex, a leading provider of innovative solutions in the hospitality industry, as we continue to revolutionize the way hotels connect with their guests. As a Customer Success Manager, you will play a pivotal role in driving customer adoption, retention, and growth, while fostering a culture of excellence and customer-centricity within our organization.
**About arenaflex**
arenaflex is a pioneering company that has been at the forefront of the hospitality industry for years. Our mission is to empower hoteliers with scalable direct revenue-generating solutions that cultivate deeper relationships with guests. Our Direct Booking Platform helps capture, convert, and retain guests with strategies and services that maximize direct booking revenue. With a focus on data-driven solutions, we strive to deliver personalized and targeted campaigns across the guest journey, maximizing the lifetime value of each guest.
**Our Success Story**
arenaflex has won numerous accolades, including 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row. Our commitment to innovation, customer satisfaction, and employee excellence has earned us a reputation as a leader in the industry.
**Job Summary**
As a Customer Success Manager for arenaflex's North America region, you will lead the post-sales efforts in building processes and procedures that deliver value to our customers. You will work closely with our sales team to ensure seamless handovers, provide coaching and education to improve adoption of our products, and identify areas for improvement. Your primary goal will be to ensure that all clients are delighted with arenaflex and our service, not just satisfied.
**Key Responsibilities**
* Develop and maintain strong relationships with customers, understanding their needs and providing tailored solutions to drive adoption and retention
* Conduct regular customer reviews and virtual workshops to identify areas of strength and improvement
* Deliver best practices to customers to enhance their overall Customer Success and the value that arenaflex brings
* Collaborate with our sales team to ensure seamless handovers and drive growth in assigned accounts
* Provide coaching and education to improve adoption of arenaflex products
* Identify areas for improvement and work with our Product team to prioritize and implement changes
* Manage renewals and upsells, coordinating closely with our sales team
* Transparently report and track customers through the loyalty touch-point process
* Bring intelligent product feedback and recommendations from customers back to our Product team
**What You'll Bring**
* Strong knowledge of account management, including presentation skills, and short/mid/long term opportunity management
* Strong technical knowledge and negotiation skills
* Experience in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales/renewals
* Self-starter with little supervision required
* Ability to demonstrate skills to negotiate issues with peers, partners, and customers using a Win/Win philosophy
* 2+ years of experience in account management, consultative sales, and/or business consulting, preferably within a SaaS model
* Hospitality experience is a plus
**What We Offer**
* Competitive salary range (inclusive of several career levels at arenaflex)
* Health insurance (employee premium paid 100% by arenaflex)
* Dental insurance (employee and dependents' premium paid 100% by arenaflex)
* Vision insurance (employee and dependents' premium paid 100% by arenaflex)
* 401(k) with employer match
* Short & Long Term Disability insurance
* Life insurance
* Paid time off
* Monthly work from home stipend
* Telehealth access
* Employee Assistance Program (EAP)
**Work Environment and Culture**
arenaflex values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a workplace that is inclusive and respectful of all employees, and we strive to create a work environment that is free from discrimination and harassment.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional results, we encourage you to apply for this exciting opportunity. Please submit your application through our official careers page on our company website.
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