Experienced Customer Success Manager – Driving Long-Term Retention, Engagement, and Satisfaction for Small to Medium-Sized Business Merchant Partners at arenaflex

Introduction to arenaflex and the Industry

arenaflex is a leading technology and logistics company that empowers local economies through innovative solutions. Our mission is to make a positive impact on the communities we serve, and we're committed to creating a work environment that fosters growth, learning, and well-being. As a Customer Success Manager at arenaflex, you'll play a critical role in driving long-term retention, engagement, and satisfaction for our small to medium-sized business (SMB) merchant partners.

About the Role

The Customer Success Manager is responsible for cultivating strong relationships with SMB business owners, helping them craft successful partnerships with arenaflex, and ensuring high levels of satisfaction and retention. This role requires a broad scope of skills, including periodic business check-ins, operational improvements, troubleshooting product-related bugs, recommending marketing strategies, and delivering quarterly business reviews. You'll report to the Inside Sales Manager on our Inside Account Management team and will be expected to be flexible in terms of time spent remote and in-office, with the ability to travel as needed for in-person collaboration.

Key Responsibilities

• Make outbound dials to existing merchants from your book of business (200 accounts) to upsell them on arenaflex products and marketing spend
• Establish goals and key performance indicators for current arenaflex partners (SMB restaurant merchants)
• Advise business owners on promotions and spending to achieve their revenue goals
• Communicate with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals
• Deliver and present quarterly business reviews ("QBR") that review a brand's partnership with arenaflex, pinpointing success, highlighting areas for revenue optimizations, and planning for areas of opportunity and growth
• Reduce churn, while identifying and supporting new store expansions
• Collaborate with internal growth teams to identify the best products to pitch to merchants
• Ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessities

Essential Qualifications

To be successful in this role, you'll need:

• 1 year of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption
• 1 year of experience in sales, preferably outbound dials
• 1 year of experience in business operations or related setting
• Experience in prior sales, account management, portfolio management, or related roles
• Experience using Salesforce or similar CRM tools
• Intermediate to proficient level of proficiency in Google Sheets or Microsoft Excel (can maintain complex spreadsheets)
• Demonstrated empathy with customer needs and adaptability to meet their unique goals

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working with SMB business owners or restaurant merchants
• Knowledge of the food delivery or logistics industry
• Experience with data analysis and reporting
• Strong presentation and communication skills

Skills and Competencies

To excel in this role, you'll need to possess the following skills and competencies:

• Strong communication and interpersonal skills
• Ability to build and maintain strong relationships with customers and internal stakeholders
• Strategic thinking and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong analytical and data analysis skills
• Ability to travel as needed (up to 10%)

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to supporting the growth and development of our employees. As a Customer Success Manager, you'll have access to:

• Comprehensive training and onboarding program
• Ongoing coaching and feedback from experienced managers
• Opportunities for career advancement and professional growth
• Access to industry-leading tools and technologies
• Collaborative and dynamic work environment

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. We believe in:

• Fostering a culture of diversity, equity, and inclusion
• Providing comprehensive benefits and perks, including premium healthcare, wellness expense reimbursement, and paid parental leave
• Supporting the well-being and happiness of our employees
• Encouraging open communication, feedback, and collaboration
• Recognizing and rewarding outstanding performance and contributions

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Base salary and commission structure
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Access to employee discounts and perks

Conclusion

If you're a motivated and results-driven sales professional looking for a challenging and rewarding role, we encourage you to apply for the Customer Success Manager position at arenaflex. As a key member of our Inside Account Management team, you'll play a critical role in driving long-term retention, engagement, and satisfaction for our SMB merchant partners. Don't miss this opportunity to join a dynamic and growing company that is committed to making a positive impact on the communities we serve. Apply today and take the first step towards a successful and fulfilling career at arenaflex!