As a seasoned Customer Success Manager at arenaflex, you will play a pivotal role in driving the growth and retention of our Tax and Trade customers. arenaflex is a leading provider of innovative solutions for the tax and trade industries, and we are seeking a highly motivated and experienced professional to join our team. If you are passionate about delivering exceptional customer experiences and have a proven track record of success in customer success, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a global leader in providing innovative solutions for the tax and trade industries. Our mission is to empower our customers to make informed decisions and achieve their goals through our cutting-edge products and services. With a rich history spanning over 160 years, we have established ourselves as a trusted partner for professionals in the tax, accounting, and compliance sectors. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a leader in the industry.
**The Role**
As a Customer Success Manager at arenaflex, you will be responsible for managing a book of business consisting of Concierge and Advisory customers within our Tax and Trade lines of business. Your primary objective will be to develop and execute customer success plans that drive performance towards arenaflex's strategic objectives and retention goals. You will work closely with customers to understand their needs and goals, and provide them with tailored solutions to achieve maximum value from their investment in arenaflex's products and services.
**Key Responsibilities**
* Develop and execute customer success plans that drive performance towards arenaflex's strategic objectives and retention goals
* Manage multiple projects simultaneously, using strong business acumen to remove obstacles interfering with customer growth and retention
* Collaborate with internal partners, such as Sales and Professional Services, to develop commercial growth strategies and identify long-term customer success plans
* Track customer health, identify areas for improvement, and escalate critical customer concerns internally to mobilize resources to resolve issues
* Leverage technology tools, such as Gainsight and Salesforce, to keep all client information updated, manage team pipeline, and forecast financial projections accurately
* Lead business plan presentations of your book of business, which account for planning, preparation, and execution of how to maximize efficiency, retention, and growth within your customer base
**Key Deliverables**
* Develop relationships and optimize Concierge and Advisory customer accounts, driving Customer Success Plans, QBR, regular cadence connections each month with executive summaries
* Delivery of target financial and customer experience objectives for the Corporate Tax and Trade segment (e.g., client renewal rate and value growth through increased customer adoption)
* Identify at-risk customers, Customer leads to assist in attainment of growth targets
* Reporting on market and competitor activities
* Represent the Customer Success team through presentations across internal meetings with other company functions necessary to perform duties and aid business development
* Ensure key metrics are tracked such as active users, user logon, usage metrics, and overall retention rates
**About You**
To be successful in this role, you will need to possess the following qualifications and skills:
* 8+ years of professional experience, with a minimum of 3 years' experience in customer success
* 4-year college degree required, master's degree or equivalent preferred
* Experience in ONESOURCE or similar solutions for tax and trade
* Gainsight User Experience a plus
* Salesforce User Experience a plus
* Pagero User Experience a plus
* Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus
* Experience working in and around cloud software solutions and cloud delivery models
* Strong business acumen and communication skills; can manage a customer journey, conflict resolution, and problem-solving
* Ability to work remote
* Travel required when necessary
**What's in it for you?**
As a Customer Success Manager at arenaflex, you will join a team of world-class talent who are passionate about delivering exceptional customer experiences. We offer a comprehensive benefits package, including:
* Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
* Globally recognized and award-winning reputation for equality, diversity, and inclusion, flexibility, work-life balance, and more
* LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf? networking
* Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social, and Governance (ESG) initiatives for local and global impact
* Purpose-driven work: we help our customers pursue justice, truth, and transparency, and we are committed to upholding the rule of law, turning the wheels of commerce, catching bad actors, reporting the facts, and providing trusted, unbiased information to people all over the world
**Compensation and Benefits**
The target total cash compensation range for this role is $104,300 - $193,700, inclusive of both base pay and any target sales incentive. Pay is positioned within the range based on several factors, including an individual's knowledge, skills, and experience, with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program, which also includes flexible and supportive benefits and other wellbeing programs.
**How to Apply**
If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!