**Join arenaflex's Innovative Customer Success Team and Revolutionize the Future of Retail**
Are you a customer-centric leader with a passion for innovation and a drive to simplify shopping experiences? Do you thrive in fast-paced, entrepreneurial environments where no two days are ever the same? If so, we invite you to join arenaflex's cutting-edge Customer Success team as a Program Manager, Customer Success, Just Walk Out (JWO). In this pivotal role, you will play a critical part in shaping the future of retail by delivering exceptional customer experiences and operational support programs that exceed expectations.
**About arenaflex's Just Walk Out (JWO) Service**
arenaflex's Just Walk Out (JWO) Service is a revolutionary retail technology that enables shoppers to simply enter a store, grab what they want, and just go. Born from years of experience at arenaflex Go, JWO uses a combination of technologies to eliminate checkout lines, bringing fast and convenient transactional experiences to shoppers. As a Program Manager, Customer Success, you will be part of a talented team that drives customer success in several ways, including value realization, steady-state operational support, continuing customer education, and operational excellence initiatives.
**Key Responsibilities**
As a Program Manager, Customer Success, you will be responsible for:
- **Driving Global Strategy**: While always placing the customer first, you will develop and track customer success metrics, drive global strategy to serve both our end users: the customer and the shopper, and develop and hit monthly, quarterly, and annual goals to improve customer satisfaction.
- **Developing Operational Excellence**: You will track and monitor industry trends, make recommendations, and develop operational excellence series to drive partner teams to deliver upon action items to improve customer experience.
- **Parlaying Operational Excellence Outputs**: You will parlay operational excellence outputs into value realization initiatives to strengthen our value proposition and pursue new ideas for value creation.
- **Solving Ad Hoc Operational Concerns**: You will solve ad hoc operational concerns as they arise in the field and apply learnings across all other customers.
- **Developing and Launching Customer Support Infrastructure**: You will develop and launch customer support infrastructure, including processes, SOPs, and platform, and ideate and build formal customer support programs.
- **Inventing and Collaborating**: You will invent and collaborate on launch + ongoing learning and development to improve customer capabilities and retention, gather VOC and VOS data to cross-functionally share with JWO cross-functional teams to iterate our service, and gain alignment from sr. internal stakeholders who own multiple products.
**Essential Qualifications**
To succeed in this role, you will need:
- **10+ years in customer-facing service, retail operations, and operational support**: You will have a proven track record of success in customer-facing roles, with a strong understanding of retail operations and customer success principles.
- **Strong Quantitative Skills**: You will have strong quantitative skills to analyze data and use customer research, data, and metrics to back up assumptions, identify opportunities, and invent new ways to exceed customer expectations.
- **Exceptional Communication and Project Management Skills**: You will have exceptional verbal and written communication skills, with the ability to build and nurture relationships both internally and externally.
- **Relentless Customer Obsession**: You will have a relentless customer obsession, with a strong desire to invent and simplify.
- **Ability to Work Independently and as Part of a Team**: You will be able to work independently, as well as part of a team, on multiple projects, with a strong ability to prioritize and demonstrate relentless discipline in achieving goals.
**Preferred Qualifications**
- **Experience in Sales in Physical Retail**: You will have experience in sales in physical retail, with a strong understanding of the retail landscape and customer needs.
- **Meets/Exceeds arenaflex's Leadership Principles Requirements**: You will meet or exceed arenaflex's leadership principles requirements for this role, with a strong ability to influence others and willingness to roll up your sleeves.
**arenaflex's Inclusive Culture**
At arenaflex, we believe in the power of diversity and inclusion. We are committed to creating a workplace where everyone feels welcome, valued, and empowered to succeed. Our inclusive culture empowers arenaflexians to deliver the best results for our customers, and we strive to create a workplace that reflects the diversity of our customers and communities.
**Work-Life Balance**
We believe that work-life balance is critical to life-long happiness and fulfillment. Our team puts a high value on work-life balance, and we offer flexibility in working hours to help you find your own balance between your work and personal lives.
**Mentorship & Career Growth**
Our team is dedicated to supporting new members, and we have a broad mix of experience levels and tenures. We care about your career growth and strive to assign opportunities based on what will help each team member develop into a better-rounded contributor.
**About the Team**
As part of the arenaflex Solutions organization, we have a vision to provide business applications, leveraging arenaflex's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a base salary range of $72,000/year in our lowest geographic market up to $154,000/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company, and dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
**How to Apply**
If you are a customer-centric leader with a passion for innovation and a drive to simplify shopping experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you!
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