At arenaflex, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need. Our team is passionate about delivering exceptional customer experiences, and we're looking for a talented Customer Success Manager to join our fast-paced and customer-oriented Enterprise Customer Success team.
**About arenaflex**
arenaflex is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue and 10 global Amazon marketplaces. Founded in 2015 as the first Amazon product research tool, arenaflex today features a full suite of best-in-class business management solutions and powerful market intelligence resources to help entrepreneurs and brands manage their e-commerce businesses.
**Join Our Team**
We're a remote-first company, and we're looking to hire a passionate Customer Success Manager with an e-commerce/Amazon Advertising background to join our team in the United States or Canada (expect Québec). If you're an Amazon expert with a passion for delivering exceptional customer experiences, we want to hear from you!
**Key Responsibilities**
As a Customer Success Manager at arenaflex, you will be responsible for driving client success through onboarding, training, and account management. You will serve as the primary advocate for arenaflex, taking ownership of both existing and new customer accounts, and ensuring their success with our products. Your key responsibilities will include:
* **Client Success Advocacy**: Drive client success through onboarding, training, and account management, serving as the primary advocate for arenaflex. Take ownership of both existing and new customer accounts, ensuring their success with our products.
* **Value Demonstration and Alignment**: Understand customer goals and showcase the value of our products to foster alignment and drive adoption. Lead kickoff and onboarding processes, guiding customers towards key "aha" moments with our products.
* **Performance Metrics and Satisfaction**: Meet performance metrics including adoption, ROI, expansion, and renewals. Maintain high customer satisfaction and referenceability.
* **Relationship Cultivation and Expansion**: Cultivate key customer relationships and develop strategies for account expansion. Partner with Account Manager to identify value-added tools and achieve renewal targets.
* **Customer Engagement and Feedback**: Represent the Voice of the Customer, advocating for customer needs and enhancements to shape the Product Roadmap. Provide regular updates on customer engagement, usage, feedback, and growth opportunities.
* **Collaborative Improvement**: Collaborate with Product, UX, and Sales teams to address user feedback and improve product value. Deliver tailored training based on customer use cases.
* **Issue Resolution and Support**: Serve as the primary point of contact for customers, ensuring timely resolution of issues.
**Who We're Looking For**
We're looking for an Amazon expert with experience working with e-commerce tools, brands, agencies, or selling on Amazon, Walmart, or other marketplaces. You should have a solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP. You should be familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising. You should have experience working with either Seller Central, Vendor Central, or Walmart Marketplace managing accounts or customers.
**Essential Qualifications**
* Amazon expert with experience working with e-commerce tools, brands, agencies, or selling on Amazon, Walmart, or other marketplaces.
* Solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP.
* Familiarity with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.
* Experience working with either Seller Central, Vendor Central, or Walmart Marketplace managing accounts or customers.
* Strong communication and presentation skills, both written and verbal.
* Ability to create content in a variety of forms, including written and video.
* Technical proficiency and a quick grasp of product functionalities to help customers use and obtain value from our products.
* Customer empathy is at the core of your approach, demonstrated through your adeptness in active listening and problem discovery.
* Analytical skills to help customers actualize value and interpret data into insights.
* Strong stakeholder management skills to navigate stakeholder relationships and confidently engage with C-suite executives.
**Preferred Qualifications**
* Bilingual or more (Spanish, French, German, Italian).
* Experience working in a customer-facing role, preferably in a SaaS or e-commerce company.
* Familiarity with CRM software and customer success platforms.
* Experience with data analysis and reporting.
* Strong problem-solving skills and ability to think critically.
**What We Offer**
At arenaflex, we offer a competitive compensation package, including:
* **Competitive Salary**: We structure our compensation packages to reward our team members' contributions to our company's success.
* **Bonus Tied to Performance**: You'll have a bonus tied to performance and will be invested in our long-term success with Equity.
* **Flexible Time Off**: With our generous PTO and recognition of local holidays, you'll have the flexibility to recharge mentally or use your Volunteer Time Off (VTO) to give back through volunteering.
* **Comprehensive Health Benefits & Retirement Program**: We offer comprehensive healthcare and retirement matching plans for eligible employees.
* **Paid Parental Leave Policy**: We value the importance of family and offer a paid parental leave that provides the support and flexibility you need to embrace this special time in your life.
* **Ramp-Back Period**: We also offer a ramp-back period for a seamless transition for you and your family.
**Why Join arenaflex?**
At arenaflex, we're passionate about delivering exceptional customer experiences and empowering entrepreneurs and brands to grow successful e-commerce businesses. We're a remote-first company, and we prioritize diversity, equity, and inclusion. We believe in creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
**How to Apply**
If you're an Amazon expert with a passion for delivering exceptional customer experiences, we want to hear from you! Please apply through our website, and we'll be in touch to discuss your qualifications further.
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