At arenaflex, we're committed to delivering exceptional customer experiences that drive long-term relationships and business growth. As a key member of our Sales team, the Customer Success Manager plays a vital role in ensuring our clients achieve their goals and maximize the value of our solutions. If you're a results-driven professional with a passion for customer service and a knack for building strong relationships, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative technology solutions, dedicated to empowering businesses to thrive in today's fast-paced digital landscape. With a strong presence in Rochester, NY, and a growing global footprint, we're committed to delivering cutting-edge products and services that meet the evolving needs of our clients. Our team is passionate about making a difference, and we're seeking like-minded individuals to join our mission.
**Job Summary**
As a Customer Success Manager at arenaflex, you'll be responsible for maintaining a high level of customer satisfaction and loyalty through proactive communication, needs analysis, and strategic recommendations. You'll work closely with our clients to understand their business objectives, identify opportunities for growth, and develop tailored solutions to meet their needs. Your expertise will be essential in driving sales growth, managing sales pipelines, and ensuring seamless service experiences.
**Key Responsibilities**
* Maintain continual dialogue with named accounts, including Quarterly Business Reviews, to ensure high levels of satisfaction and loyalty
* Find and nurture opportunities to achieve sales goals, developing and managing sales pipelines sufficient to meet targets
* Coordinate with pre-sales and professional technical services teams to deliver exceptional customer experiences
* Work closely with customers and arenaflex staff to perform needs analysis, make recommendations for new products or services, and provide strategic technology direction
* Determine performance of existing Managed Services contracts and prepare contract renewals
* Manage opportunity, quote, purchasing, and receiving processes to ensure timely solution implementation
* Act as liaison between customer and internal departments to ensure issues are being addressed and solved
* Follow up with customers on tickets that are waiting customer
**Additional Responsibilities**
* Maintain customer relationship management (CRM) database
* Maintain vendor accounts and negotiate the best cost for goods sold
* Gain and maintain in-depth knowledge of arenaflex products and technologies, competitive products, and industry trends
* Build and maintain relationships at the C and VP levels of defined target customers
* Maintain daily timesheet and expense report entries and submit them accurately and timely
**Technical Skills**
* Basic understanding of:
+ Microsoft Windows Server Operating Systems
+ On Premise Microsoft Exchange and Microsoft Office 365
+ Enterprise class backup solutions
+ Microsoft Client Operating Systems
+ Epicor ERP modules, capabilities, and features
+ Knowledgeable of various server/workstation peripherals such as USB/NAS drives
+ Knowledge of Managed Services product offerings and configurations
+ Working knowledge of HP and Dell equipment; general understanding of storage solutions
**Soft Skills & Abilities**
* Strong written and verbal communication skills
* Ability to react positively and effectively in a high-pressure environment
* Self-motivated, positive attitude, and able to work well individually and within a team atmosphere
* Pleasant and professional demeanor in all client and internal communications
* Intellectually resourceful with sound judgment and effective decision-making abilities
* Independent worker and able to work effectively on daily tasks without direct supervision
* Strong organization skills and ability to operate efficiently throughout daily tasks
* In general, owns issues through resolution, although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
* Work well with clients at all levels
* Operates with client satisfaction in mind
**Education, Experience, & Knowledge**
* Background in customer service is a must
* Bachelor's Degree in Business or related field preferred
* Experience within the technology industry is required
**Work Environment/Physical Demands**
* Use of computer and office equipment
* Performs all administrative functions expected at this level
**Additional Requirements**
* Ability to schedule for evening or weekend work occasionally
* Valid driver's license in your state of residence and reliable personal vehicle
**What We Offer**
* Competitive salary range: $31-41 Yearly Salary
* Opportunity to work with a dynamic and growing company
* Collaborative and supportive team environment
* Professional development and growth opportunities
* Comprehensive benefits package, including medical, dental, and vision insurance
* Generous paid time off and holidays
* Access to cutting-edge technology and tools
**How to Apply**
If you're a motivated and results-driven professional with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!