01Overview
Are you a customer-centric professional with a passion for driving growth and retention in a fast-paced, dynamic environment Do you thrive in a role where no two days are the same, and you're constantly challenged to think creatively and develop innovative solutions If so, we invite you to join arenaflex, a leading provider of Accounts Receivable Efficiency Suite, as our next Customer Success Manager for our Merchant Services team.
**About arenaflex**
arenaflex is a cutting-edge technology company that simplifies the invoice-to-cash process for growing businesses. Our innovative platform automates invoicing, facilitates B2B payments, and streamlines cash application with AI. With a strong presence in the U.S. and Canada, and offices in Atlanta and Miami, we've built a reputation for delivering exceptional customer experiences and driving business growth for our clients. As a valued member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for innovation, customer success, and excellence.
**Our Values**
At arenaflex, we live by a set of core values that guide everything we do:
* We obsess over our customers, delivering exceptional experiences that exceed their expectations.
* We help each other, fostering a culture of collaboration, empathy, and support.
* We embrace diversity, celebrating the unique perspectives and backgrounds that make our team stronger.
* We find better ways, constantly seeking innovative solutions to complex problems.
* We get things done, prioritizing speed, accuracy, and results.
* We own it, taking responsibility for our actions and outcomes.
**Job Summary**
As a Customer Success Manager for our Merchant Services team, you'll play a critical role in driving long-term relationships with our customers, developing a deep understanding of their business needs, and exploring ways to support their objectives. You'll leverage your expertise in SaaS-based customer success, merchant services, and payment acquirers to anticipate and resolve problems, while collaborating with cross-functional teams to propose scalable improvements to our customer journey.
**Key Responsibilities**
* Own the customer lifecycle, seamlessly transitioning Enterprise customers from onboarding to long-term adoption and success.
* Drive growth and retention by building and maintaining Strategic Account Plans, creating shared KPIs, and reviewing, mapping, and measuring customer progress.
* Advocate for the customer, interacting with sales, professional services, and product teams to connect client wishes to the larger business strategy.
* Resolve customer problems, maintaining visibility into customer issues and requests, and acting as a point of escalation for high-severity requests.
* Propose improvements, coordinating with other teams to identify problems that affect multiple clients and forecast future churn.
**Essential Qualifications**
* 5+ years of experience in a SaaS-based customer success role, with a background in merchant services, payment acquirers, and/or ISO environments.
* Bachelor's Degree in Business, Marketing, Communications, Economics, or a related field.
* Customer obsession, with a resolute focus on the needs of the customer above all.
* Agility, with the ability to adapt to ambiguous and complex problems, taking a flexible and resourceful approach.
* Follow-through, with high motivation, bias to action, and strong prioritization.
* Empathy, with the ability to relate to others with a different view or experience.
* Collaboration, with assertive humility and the ability to lead change in a positive way.
* Analytical thinking, with the ability to quickly identify and comprehend complex problems.
**Preferred Qualifications**
* Experience in a payment facilitator (Payfac) or ISO environment.
* Knowledge of payment processing, payment gateways, and payment networks.
* Familiarity with ERP systems, such as SAP, Oracle, or Microsoft Dynamics.
* Certification in customer success, sales, or a related field.
**What We Offer**
* Competitive salary and bonus structure.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) matching program.
* Flexible work arrangements, including remote work options.
* Professional development opportunities, including training, mentorship, and career growth.
* Collaborative and dynamic work environment, with a talented team of professionals who share your passion for innovation and customer success.
**How to Apply**
If you're a motivated and customer-centric professional with a passion for driving growth and retention, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and considers all applicants for employment .
