At arenaflex, we're revolutionizing the way businesses operate by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps. Our mission is to empower small businesses to achieve their goals, drive advocacy for arenaflex, and build a stronger economy that can change the world. We're now seeking an experienced Customer Success People Lead to join our Customer Experience (CX) function and play a critical role in driving customer retention, satisfaction, and growth.
**About arenaflex**
arenaflex is a leading provider of cloud-based accounting and business management solutions. Our platform helps small businesses to streamline their financial management, automate routine tasks, and gain valuable insights to make informed decisions. With a strong focus on customer success, we're committed to delivering exceptional experiences that drive customer satisfaction and loyalty.
**The Role**
As a Customer Success People Lead, you'll be responsible for leading a team of Specialists in the Customer Experience (CX) function, providing guidance, mentoring, and strategic direction to drive customer retention, satisfaction, and growth. You'll collaborate cross-functionally with Sales, Product, and CX teams to enhance the overall customer experience and contribute to the company's overall revenue growth. Your key responsibilities will include:
* **Leadership**: Provide outstanding leadership and motivation to the team, balancing empowerment and autonomy while ensuring accountability.
* **Weekly Connects**: Host weekly team meetings, scrums, and 1:1's with direct reports, and contribute positively to leadership syncs.
* **Results Delivery**: Participate as a member of the Customer Success leadership team to deliver on our strategy, objectives, key results, and strategic initiatives (OKRs).
* **Performance Management**: Proactively manage underperformance in a meaningful way, conducting regular performance reviews, setting clear objectives, and providing constructive feedback.
* **Sales Coaching**: Provide real-time feedback on calls, presentations, and interactions, ensuring modern selling methodologies and best practices are implemented to drive revenue-based outcomes.
* **Culture Setting**: Lead a high-performance culture in your team, celebrating success, fostering a positive and collaborative team environment that encourages knowledge sharing and best practice adoption.
* **Reporting & Analysis**: Provide regular updates to management on team performance, customer health, and sentiment, while analyzing customer data to identify trends and insights that can inform business decisions.
* **Capability Improvement**: Uplift the capability of your team through effective ongoing training and coaching, while developing and implementing customer success best practices and tools.
* **Change Management**: Play a key role in change leadership, ensuring changes are well understood and adopted.
* **Process Improvement**: Continuously evaluate and refine customer success processes and workflows to optimize efficiency and effectiveness.
* **Collaboration**: Collaborate with cross-functional teams (e.g., Sales, Product, Marketing) to ensure a seamless customer experience, and collaborate closely with a number of CX supporting roles to ensure the team is equipped to deliver on the operating plan, together with being prepared to support business change.
* **Issue Resolution**: Aid in the management of customer issues and complaints, ensuring they are addressed and resolved in a timely and effective manner, and to a high satisfaction level.
* **Team Building**: Attract, recruit, and retain capable individuals, building on and complementing the diversity of our team.
* **Continuously Learn**: Participate in training and take time to build knowledge of engagement practices and sales motions.
* **Stay up-to-date**: Keep abreast of industry best practices and emerging trends within Customer Success.
**What You'll Bring**
To succeed in this role, you'll need to bring the following skills and experience:
* **Proven experience**: 4+ years of experience within Customer Success, Sales, or CX, with 2+ years leading or mentoring a team.
* **Leadership skills**: Strong ability to coach, motivate, and develop team members. Preferred if done in a Sales environment previously.
* **Industry Knowledge**: Experience in SaaS is preferred, however, you must have a strong understanding of customer success or Sales principles and methodologies.
* **Product Knowledge**: An understanding of arenaflex's products and services is preferred.
* **Organisational skills**: Superior time management and organisational skills, with exceptional attention to detail.
* **Communication skills**: Excellent verbal and written communication skills, with the ability to clearly and effectively communicate plans, insights, and instructions to the team, while building rapport and influencing stakeholders.
* **Data-driven**: Analytical and inspired by data, with the ability to interpret and utilize customer data to drive decision-making.
* **Revenue generation knowledge**: Experience with sales/revenue-generation efforts, campaigns, and metrics, and/or a strong desire to participate in efforts.
* **Performance and Behaviours**: Regularly have met and exceeded team and functional OKR's and metrics, with an ability to demonstrate a best-practice behaviour set that led to positive individual or team outcomes.
**Why arenaflex?**
At arenaflex, we offer a range of benefits that reflect our human value, including:
* Very generous paid leave to use however you'd like (plus statutory holidays!)
* Dedicated paid leave to care for your physical and mental wellbeing
* An Employee Assistance Program to access mental health care for you and your family
* Health insurance, life insurance, and income protection
* Wellbeing and sports programmes
* Employee resource groups
* 26 weeks of paid parental leave for primary caregivers
* An Employee Share Plan
* Beautiful offices
* Flexible working
* Career development
* And many other benefits!
If you're passionate about customer success and want to join a dynamic team that's changing the way businesses operate, we'd love to hear from you! Apply now to become our next Customer Success People Lead.
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