Experienced Full Stack Customer Success Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way businesses manage their human capital. As a global leader in human capital management (HCM), we're committed to making work life better for our employees, customers, partners, and communities worldwide. We're now seeking a dynamic and experienced Customer Success Manager to join our team and help drive the success of our large-scale HCM clients.

About the Opportunity

As a Customer Success Manager at arenaflex, you'll play a key leadership role in ensuring the success of our global and enterprise clients. You'll be responsible for managing a portfolio of clients, providing technical leadership, and driving business growth. You'll work closely with internal teams, including product, support, and implementation, to deliver exceptional customer experiences and drive revenue retention.

What You'll Get to Do

* Manage a portfolio of 15-20 enterprise and global clients with annualized revenue between $2.5 - $6M.

• Exercise effective portfolio stewardship and control, with a key emphasis on revenue retention and credit claims.
• Own, drive, understand, and help facilitate key annual business calendar projects and requirements with various internal resources.
• Provide technical leadership and support technical excellence by investigating technical issues and delivering best practice recommendations to clients.
• Lead all client meetings and engagements, regularly monitoring relationship performance and resource allocation from a customer delight and margin perspective.
• Encourage and enable constructive cross-country teamwork by demonstrating collaboration and matrix management in action.
• Effectively plan, coordinate, and support application upgrades, changes, and hotfixes to drive successful outcomes.
• Take a proactive approach to client planning by collaborating with product, support, and other internal partners.
• Contribute to the implementation process through governance frameworks, best practices, and standards to ensure quality, effective risk management, and compliance.
• Engage with resources in Hosting, R&D, and Implementation to drive issues to closure.
• Work with product management and support teams on product innovation and enhancements that will improve the products and services we provide to our clients.
• Demonstrate an "I own it" attitude about deliverables and projects from start to finish.
• Responsible for ensuring contract and service level agreements (SLA) compliance.
• Seek out and embrace feedback, take on assignments that challenge and improve skills.

Skills and Experience We Value

* Bilingual (En/Fr)

• Bachelor's degree in Science, Technology, Engineering, Math, or equivalent experience (Computer Science preferred).
• 8+ years of relevant work experience in leadership, customer relationship management, consulting, implementation, or support roles demonstrating progressive advancement and achievement.
• 3+ years of relevant work experience in owning and managing large, high net worth complex clients in the EU, UK, or North America.
• Comprehensive understanding and experience of HCM best practices and how to apply them against customer requirements.
• Project management experience, as you will be coordinating across various internal teams to ensure success for your accounts.
• Experienced in communicating technical information and complex technical issues to a variety of stakeholders.
• Familiarity with Microsoft Technology (.Net / Windows Server / SQL Server), and/or HTML. Understanding of file feeds, XML, and SQL.
• Thorough understanding of Software-as-a-Service (SaaS) business model and exposure to hosting and change management protocols.
• HCM product knowledge desired
• CPP, CIPP, FCP, CBP, SPHR/PHR, SHRM-SCP/CP, ITIL certifications highly desired

What Would Make You Stand Out

* Strong client management, commercial, technical, and business acumen combined with a passion and strength for building robust client relationships with C-level leaders.

• Enjoy working with complex global HCM customers and have the know-how of what it takes from a people, process, and technology perspective to drive successful HCM delivery.
• Strong aptitude to tackle hard business and technical requests independently.
• Ability to learn our technology quickly, as well as have a keen appetite in doing so.
• Demonstrated success in Customer Support, Implementation, or Professional Services function for a product/SaaS company with enterprise customers.
• Ability to present authoritatively and persuasively to executive-level client audiences.
• Thrive in customer-facing, engagement-shaping positions and be passionate about working with creative people and leading large-scale engagements.
• Demonstrated ability to manage multiple work streams and projects with a strict attention to detail and drive results such as revenue retention, feature adoption, and customer satisfaction.
• Strong negotiation and communication skills with the ability to think and plan into the future.
• Ability to energize, galvanize, and motivate disparate teams to deliver against customer requirements.

What's in it for you

* arenaflex is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique.

• We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
• We encourage individuals to apply based on their passions.
• arenaflex encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives, and recognition through competitive pay and benefits.
• With a commitment to community impact, including volunteer days and our charity, Dayforce Cares, we provide opportunities for you to thrive both in your career and personal life.
• Our focus is not just on your job but on supporting you to be the best version of yourself.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate's experience, skills, budget, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate arenaflex contacts will use an @arenaflex.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as an arenaflex employee, please refer to our fraudulent recruiting statement found here: https://www.arenaflex.com/be-aware-of-recruiting-fraud

Language Requirements

The ability to communicate in English is required for this role, as you will interact regularly with international stakeholders, colleagues, managers, and/or clients. Additionally, our administrative support teams, including HR, are predominantly English-speaking. Employees must be able to communicate in English with these services to effectively manage their business relationships. Due to the significant volume of interactions with these colleagues, managers, stakeholders, and/or clients inherent to this role, it is impossible to reorganize the company's activities to circumvent this requirement.

Apply Now

If you're a motivated and experienced professional looking to join a dynamic team and drive the success of our clients, please apply to this exciting opportunity. Apply for this job