At arenaflex, we're revolutionizing the hotel industry with cutting-edge solutions that harness the power of big data, machine learning, and AI. As a passionate and innovative company, we're seeking a talented Customer Success Representative to join our team and make a real impact in this growing and supportive organization. If you're ready to challenge the status quo, dream big, and utilize your talents across a groundbreaking organization, please keep reading!
**About arenaflex**
arenaflex is a leading provider of innovative solutions for the hotel industry, helping to redefine and rebuild the sector as it navigates the recovery process. Our team is comprised of passionate, energetic, and hardworking individuals who share a common goal: to make a difference in the industry. With a focus on cutting-edge technology and a commitment to excellence, arenaflex is the perfect place for individuals who are eager to learn, grow, and succeed.
**Job Summary**
We're seeking an experienced Customer Success Representative to join our team and provide exceptional support to our hotel industry clients. As a key member of our team, you will be responsible for assisting with support requests, QA and distribution of customer deliverables, developing and maintaining training materials, and supporting the sales team as needed. This is an exciting opportunity to join a growing and innovative company and make a real impact in the hotel industry.
**Responsibilities**
As a Customer Success Representative at arenaflex, you will be responsible for the following key responsibilities:
* **Client Support Email/Ticket Monitoring and Response**: Provide training materials and support for clients using real estate data-related products. Troubleshoot any client issues and triage with internal teams as appropriate.
* **Monitoring (and meeting) of SLAs**: Ensure that all client requests are met within the agreed-upon Service Level Agreements (SLAs).
* **Prioritization of the queue; manage follow-ups and escalation processes**: Prioritize client requests and manage follow-ups and escalation processes to ensure timely resolution of issues.
* **Creation of Fulfillment Requests**: Assist the Sales Team with subscription reviews and subsequent creation of opportunity or project cases within salesforce to "order" data requests.
* **Assisting with Quality Assurance and Fulfillment**: Undertake the QA of data requests prior to distribution of "orders" to the customer.
* **Assist the arenaflex team with ad hoc analyses**: Assist the team with ad hoc analyses when needed for client visits, industry meetings, and annual report publications.
* **Client Onboarding and Training**: Assist the Sales Team with preparation for the onboarding and training of clients based on the REI product request.
* **Weekly Internal Reporting**: Provide critical KPI updates to internal constituents related to SLA and fulfillment activities.
* **Assist in day-to-day account management**: Participate in ongoing support and engagement activities, such as reconciliation of subscriptions vs orders, assisting the accounts receivable team with chasers to unpaid accounts, and hygiene-related updates to salesforce.
**Required Skills**
To be successful in this role, you will need to possess the following skills:
* **Desire to work in a dynamic environment for a growing hospitality SaaS company**: You should be passionate about working in a fast-paced and innovative environment.
* **Excellent problem-solving and analytical ability**: You should be able to analyze complex problems and develop effective solutions.
* **Excellent attention to detail and organization skills**: You should be able to prioritize tasks, manage multiple projects, and maintain accurate records.
* **Excellent verbal and written communication skills**: You should be able to communicate effectively with clients, internal teams, and stakeholders.
* **Ability to be flexible and multi-task**: You should be able to adapt to changing priorities and manage multiple tasks simultaneously.
* **Intermediate proficiency in Microsoft Excel (advanced formulas, advanced graphing, and pivot table knowledge)**: You should be able to create complex spreadsheets, analyze data, and develop reports.
* **Proficiency with Microsoft Word and PowerPoint**: You should be able to create professional documents and presentations.
* **Bachelor's degree preferred**: A degree in a related field, such as hospitality, business, or marketing, is preferred.
**"Bonus points" for prior knowledge or interest in:**
* **Business intelligence tools (Tableau, Looker)**: Experience with business intelligence tools, such as Tableau or Looker, is a plus.
* **Project management tools (JIRA, Salesforce)**: Experience with project management tools, such as JIRA or Salesforce, is a plus.
**What We Offer**
As a Customer Success Representative at arenaflex, you will have the opportunity to:
* **Work in a dynamic and innovative environment**: You will be part of a growing and supportive team that is passionate about making a difference in the hotel industry.
* **Develop your skills and knowledge**: You will have the opportunity to learn and grow with our company, developing your skills and knowledge in a fast-paced and innovative environment.
* **Make a real impact**: You will have the opportunity to make a real impact in the hotel industry, helping our clients to achieve their goals and objectives.
* **Enjoy a competitive compensation package**: You will receive a competitive salary and benefits package, including health insurance, retirement plan, and paid time off.
* **Enjoy a flexible work environment**: You will have the opportunity to work from home and enjoy a flexible work schedule.
**How to Apply**
If you are a motivated and enthusiastic individual who is passionate about the hotel industry and customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating and sustaining an inclusive and diverse work environment where all employees are treated with dignity and respect. arenaflex's equal employment opportunity policy prohibits discrimination and harassment against any employee or applicant based on race, ethnicity, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, disability, pregnancy, genetic information, marital status, family status, citizenship status, veteran status, military status, or any other status protected by law.
**Note**
arenaflex is committed to protecting the interests of all parties and will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to arenaflex will be considered arenaflex property and will not be paid a fee for any placement resulting from the receipt of an unsolicited resume.
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