At arenaflex, we're a leading global B2B MarTech service provider, empowering Pharma and LifeScience companies since 2009. Our mission is to drive digital transformation and excellence, offering comprehensive end-to-end software and digital marketing services tailored to the pharmaceutical industry. The company's solutions, products, and services are actively used by the top 100 Pharma and Life Science companies.
With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the US, we are well-positioned to serve our diverse clientele. Join us and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences across more than 50 countries around the globe.
**Role Description:**
We are looking for a proactive and responsible Customer Success Manager who will align and organize a cross-functional team for the specific complex project, being the proxy between the client team and production teams inside the organization. As a Customer Success Manager at arenaflex, you will be a valued partner to our clients, guiding them through digital transformation efforts, sharing market trends, and best practices, and leveraging the entire product and service portfolio to achieve maximum benefits mutually.
**Responsibilities:**
- **Be a Valued Partner to Clients:** Act as a strategic partner to clients, guiding them through digital transformation efforts, sharing market trends, and best practices, and leveraging the entire product and service portfolio to achieve maximum benefits mutually. Be the voice of a customer to internal teams.
- **Product and Service Expertise:** Offer expert advice on a whole portfolio of arenaflex products and services, ensuring clients fully understand and utilize these solutions to achieve maximum benefits.
- **Orchestration:** Oversee initiatives across the portfolio, coordinating with internal teams to ensure successful execution. Coordinate onboarding of new customers, and monitor adoptions. Ensure the implementation plan is on track. Manage communication and keep all the stakeholders on the same page. Measure progress and ensure customer satisfaction. Challenge customers, if need be, on how to do better.
- **Drive Adoption:** Drive adoption of platform/ways of working via supporting the onboarding process, providing help, advice, and consultancy to clients in the post-onboarding period.
- **Identify New Opportunities:** Identification and scoping of new opportunities by finding gaps, pain points, and covert to opportunities along with new opportunities. Support the Account team during the scoping of qualified opportunities.
- **Regular Status Reviews:** Perform regular status reviews, measure performance results against agreed KPIs, share feedback with all stakeholders, and plug gaps if any.
- **Collaboration:** Collaborate with internal teams, including but not limited to delivery, product, support, and account teams, to ensure a seamless customer experience.
- **Support Sales Process:** Support the Account team in the sales process and development of proposals.
**Requirements:**
- **Advanced English:** Advanced English (verbal and written) skills are required for effective communication with clients and internal teams.
- **Client-Facing Experience:** Client-facing experience is essential for this role, as you will be interacting with clients on a regular basis.
- **Customer Onboarding:** Experience in customer onboarding and retention strategies is crucial for this position.
- **Data Analysis and Reporting:** Data analysis and reporting skills are necessary for measuring performance results and identifying areas for improvement.
- **Cross-Functional Collaboration:** Ability to collaborate with internal teams, including delivery, product, support, and account teams, is essential for ensuring a seamless customer experience.
- **Basic Project Management:** Basic project management skills are required for overseeing initiatives across the portfolio and ensuring successful execution.
- **Sales and Upselling Techniques:** Knowledge of sales and upselling techniques is necessary for identifying new opportunities and supporting the Account team in the sales process.
- **Customer Feedback Collection and Analysis:** Ability to collect and analyze customer feedback is essential for measuring customer satisfaction and identifying areas for improvement.
- **Pharma Market Understanding:** Overall understanding of how the Pharma market operates, including the structure of Pharma companies, sales and marketing processes, and global-to-local operations.
- **Digital in Pharma:** Familiarity with digital in Pharma, including digital marketing, e-commerce, and data analytics.
- **Fundamentals of Customer Engagement:** Fundamentals of customer engagement, including customer experience, customer journey mapping, and customer segmentation.
- **arenaflex Products and Services:** Broad understanding of select products and services provided by arenaflex.
- **Specific Tools:** In-depth understanding of the specific tools you are expected to work with, including briefing/intake forms.
- **Digital Infrastructure:** Basic understanding of how arenaflex operates within a digital infrastructure that includes various platforms, such as DAM (e.g., Veeva), CRM (Veeva/Salesforce, IQVIA, etc.), and Marketing automation (SFMC, Eloqua, etc.).
**Additional Information:**
At arenaflex, we value and empower our team members to share their vision. We reward this passion with exceptional benefits, including:
- **Competitive Compensation:** Regular performance-based salary and career development reviews.
- **Experienced Team:** Join a passionate, experienced team in a friendly atmosphere.
- **Career Growth:** Opportunities for professional and career advancement.
- **Paid Time Off:** 18 business days per year (20 business days after 2 years of service).
- **Sick Leave:** 4 business days per year (non-documented) and 20 business days per year (documented).
- **Family Leave:** 3 paid business days for marriage, childbirth, or bereavement.
- **Medical Insurance:** Comprehensive coverage.
- **English Courses:** Learning opportunities to improve your language skills.
- **Professional Development:** Participation in forums and conferences.
- **Corporate Events:** Regular team-building activities and events.
- **Work Environment:** Enjoy a comfortable, fully equipped office and the possibility to work from home.
If you're a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply to this exciting opportunity. Join our team and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences.
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