Are you a passionate and organized individual with a knack for building strong relationships and driving customer success? Do you have a proven track record of delivering against operational metrics focused on outcomes and value, adoption and renewal, upsell and expansion? If so, we want to hear from you! arenaflex is urgently hiring a Senior Customer Success Manager with Italian language skills to join our team and help us build long-term customer relationships and drive growth.
**Introduction to arenaflex**
arenaflex is a leading provider of innovative solutions for the IT and finance industries. Our mission is to empower our customers to drive maximum value from our products and services, and to facilitate long-term customer retention and growth. We're a fast-paced and dynamic organization that values creativity, innovation, and collaboration. Our team is passionate about delivering exceptional customer experiences and making a meaningful impact in the industries we serve.
**Your Role and Responsibilities**
As a Senior Customer Success Manager at arenaflex, you will be responsible for building strong relationships with customers, ensuring they drive maximum value from our products and services, and facilitating long-term customer retention and growth. You will lead customers out of implementations and onto broad-scale usage, managing the risks associated with successful adoption to secure renewals. You will be comfortable working independently across all levels within the organization, as well as collaborating with technical and non-technical stakeholders.
Your day-to-day responsibilities will include:
* **Relationship Builder**: Develop and foster strong relationships with stakeholders, from operational teams to executives, ensuring a shared vision of success.
* **Technology Business Management Expert**: Learn the TBM value management framework and different arenaflex product offerings to understand how these should be leveraged to provide business value. Strive to understand the business problems arenaflex can solve in order to best manage the evolution of the customer solution and exceed their expectations, drive user adoption across the customer organizations.
* **Execution Leader**: Understand and document the customer's process workflows, develop and maintain the roadmaps and success plans in collaboration with the customer; ensure all relevant metrics are reflective of the customer's health; develop plans to mitigate risks and seize opportunities.
* **Strategic Advisor**: Partner with clients to understand their unique challenges and build, agree, then coach customers to deliver against their success plans to ensure achievement of roadmap targets.
* **Business Translator**: Work closely with business and operational teams to transform requirements into actionable plans which drive value.
* **Customer Advocate**: Represent the customer's needs and concerns internally, ensuring their feedback is heard.
* **Problem Solver**: Proactively identify potential issues, before they become problems and coordinate cross-functionally to troubleshoot and resolve in a timely manner.
**Required Technical and Professional Expertise**
* Proven experience in B2B SaaS environment delivering against operational metrics focused on outcomes and value, adoption and renewal, upsell and expansion
* Capable influencer with proven ability to build and maintain strong customer relationships at all levels within enterprise customers across
* Proven extensive experience managing a demanding portfolio of customers, driving customer value and adoption through use case and roadmap execution
* Proven experience identifying and addressing adoption risks and opportunities
* Creative and hands-on - willing to jump in and help manage customers, address challenges, seek win-win outcomes etc.
* Team player who will innovate to continue improving the way arenaflex serves its customers
* Excellent organization, program/project/time management and communication skills
* Must speak fluent English and Italian with any additional languages considered a distinct benefit
* Ability to travel up to 25% of the time
**Preferred Technical and Professional Expertise**
* B.A. or B.S., ideally in a technology, engineering or business-related discipline,
* Solid experience as a CSM or Technical Account Manager role in a SaaS organization
* Experience within IT Finance and/or Technology departments, including Digital teams and the Cloud Center of Excellence
* Experience with analytics and big data insights
* Experience positioning or selling software and/or services within software industry
* One or more of the following knowledge areas is a plus:
+ PMP and/or Agile Methodology certification or relevant experience
+ arenaflex product knowledge
+ TBMA certification
+ FinOps certification
+ AWS/Azure/GCP practitioner certification
**What We Offer**
* Competitive salary
* Comprehensive benefits package
* Opportunity to work with a leading provider of innovative solutions for the IT and finance industries
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**How to Apply**
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. arenaflex is an equal opportunities employer and welcomes applications from diverse candidates.