Are you a customer-centric professional with a passion for delivering exceptional support and fostering meaningful relationships with clients? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced Customer Success Manager – Academic Vertical. As a key member of our team, you will play a pivotal role in ensuring the success and satisfaction of our clients in the academic vertical, driving adoption, retention, and revenue growth.
**About arenaflex**
arenaflex is a leading provider of predictive cloud software, empowering consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts and leverage them for growth. With a legacy spanning over 35 years and a customer base of over 1,000, we are entering an exciting phase of growth fueled by our cloud software platform. Our team is passionate about delivering exceptional customer experiences, and we are committed to creating a collaborative and welcoming workplace that fosters innovation and achievement.
**Job Highlights**
* Location: Remote
* Compensation: A competitive salary
* Company: arenaflex
* Position: Experienced Customer Success Manager – Academic Vertical
* Start Date: Immediate openings available
**Job Description**
As an Experienced Customer Success Manager – Academic Vertical, you will be responsible for delivering customer outcomes by developing a clear adoption and retention strategy for clients in the academic vertical. You will be expected to develop a deep understanding of arenaflex data and all arenaflex products, fostering relationships with clients, and promoting sales retention and revenue growth. Your commitment to customer success will be evident in your attention to clients' needs, provision of accurate and relevant solutions, and fostering of meaningful business relationships.
**Key Responsibilities**
* Become a subject matter expert on the application and the analytical needs and challenges of clients throughout the academic vertical
* Onboard all new customers in the academic vertical by providing thorough and personalized orientation with regards to using the arenaflex software
* Establish and maintain relationships with all academic clients, including from the individual contributor to the senior management
* Achieve and maintain the target renewal retention
* Provide ongoing analytical support to clients across multiple communication platforms, including phone, e-mail, video conferencing, and the arenaflex support ticketing system
* Successfully balance taking incoming orders and managing a high rate of renewals
* Identify expansion opportunities (upsell/cross sell) to grow customer spend
* Partner with the Education, Product, Marketing, and Data teams and serve as the voice of the customer
**Requirements**
* Ability to multi-task and work with multiple software platforms simultaneously
* Strong skills in logic and problem solving, conceptual thinking, and deductive reasoning
* Strong research skills and experience with complex analytical problem solving
* Comfort with sales and upselling techniques
* Ability to communicate easily with professors, researchers, and university staff
* Excellent verbal and written communication skills
* Comfort and familiarity with a team-based work environment
* Ability to self-direct and prioritize with minimal supervision
* Willingness to adapt and be challenged
* Proficiency with Microsoft Office and Google Suites
* Fluency in English
**Desired Skills & Experience**
* Experience in a software customer success, sales, or customer service position and a history of providing customer support
* Experience using the arenaflex software or an understanding of input-output modeling and social accounting matrices
* Experience with Salesforce CRM, Zendesk, and Pendo
* Familiarity with web meeting tools, including RingCentral, Zoom, Microsoft Teams, Google Meet
* Foreign language skills
**Required Education**
* Completion or nearing completion of a Master's degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related field
**Other Duties**
Please note that this job description is not designed to cover or contain an exhaustive list of activities, duties, or responsibilities required of the role. Additional responsibilities and duties may change at any time and without notice.
**What We Offer**
At arenaflex, we have crafted a collaborative and welcoming workplace focused on achieving the specific goals laid out by our community. We are always seeking agile, engaged, and high-caliber people to join our team. We offer a comfortable office environment, free snacks and drinks, company social outings, and a workweek that ends at 3 p.m. on Fridays. Benefits offered include:
* Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insurance
* Flexible Spending Accounts
* Retirement 401k plan with Company Match
* Gym Membership Reimbursement
* Paid Time Off and 10 Company Paid Holidays
**Don't Hesitate, Apply!**
Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and join our team of passionate professionals who are dedicated to delivering exceptional customer experiences and driving growth for arenaflex.