Experienced Customer Success Manager/Client Service Manager – Logistics Technology Startup
At arenaflex, we're revolutionizing the logistics industry with our cutting-edge technology and innovative solutions. We're seeking a highly motivated and results-driven Customer Success Manager/Client Service Manager to join our team in Orlando, FL. As a key member of our customer-facing team, you'll play a vital role in delivering exceptional customer success and driving business growth.
About arenaflex
arenaflex is the emerging leader in Final Mile delivery technology, headquartered in Orlando, FL. Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe's, Pepsi, American Tire Distributors, and Advance Auto Parts. Our innovative solution has been recognized by Gartner as one of the most innovative solutions in the Final Mile delivery space, and we've ranked in the top 100 of the Inc. 5000 list of the fastest-growing US private companies in 2022 and 2023.
Job Summary
As a Customer Success Manager/Client Service Manager at arenaflex, you'll be responsible for delivering exceptional customer success and driving business growth through strategic account management, proactive issue resolution, and continuous improvement. You'll work closely with our clients to understand their business objectives and provide proactive strategies to enhance their success. Your core focus will be on surpassing SLAs, championing outstanding customer experiences, and advocating tirelessly on behalf of our clients.
Key Responsibilities
* Proactively monitor customer health to identify potential retention risks and growth opportunities
- Foster strategic alignment with assigned clients, understanding their business objectives, and providing proactive strategies to enhance their success
- Align client strategic objectives with our platform capabilities, ensuring that our solutions meet and exceed their evolving needs
- Be the trusted advisor by cultivating relationships with assigned customers, assisting them with issues, leading regular meetings, and consistently delivering a positive, customer-centric approach
- Conduct Quarterly Business Reviews (QBRs) with clients to review performance, identify opportunities for improvement, and align on strategic initiatives
- Collaborate with client and internal leadership to align transportation revenue projections and develop strategies to achieve mutual growth targets
- Serve as a customer advocate by capturing consistent feedback and fostering continuous improvement to relevant internal teams, including Support, Product Management, Transportation, and Development
- Take ownership of technical and transportation SLAs and ensure proper escalation of unresolved issues to ensure they are handled within contracted timeframes
- Generate accurate and timely reports showcasing relevant data such as Delivery stats (SLA, Order data, Coverage, etc.), CSAT, NPS, and various Technology data
- Stay attuned to cross-sell and upsell opportunities within client accounts, working closely with sales teams to capitalize on revenue growth potential
- Create and maintain knowledge base notes, articles, and SOPs to support ongoing customer success initiatives
Requirements
* 3+ years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
- Experience in the logistics or transportation industry is a bonus
- Possess strong phone, written, and verbal communication skills with excellent presentation skills
- Confident, high energy, self-motivated, and a true team player
- Experience working with senior and executive-level customer contacts
- Demonstrated ability and desire to work and excel in a fast-paced environment
- Excellent time management and project management skills
- Understanding of Internet and web applications with a desire to learn new technologies
- Well-organized, with high attention to detail and the ability to prioritize
- Proficiency with MS Office
- Experience with ClickUp, PowerBI, ZenDesk, and/or Miro are a plus
- Ability to work outside of normal Eastern Standard Time business hours as on-call support
What We Offer
* Competitive base compensation ($75,000 - $85,000 per year)
- Health and wellness Insurance with generous company contribution (medical, dental, vision)
- Company-paid life insurance, short-term and long-term disability
- 4% 401K match with immediate vesting of Company match
- Continuing Education Opportunities
- Flexible/Open (Uncapped) Paid Time Off (PTO) Policy for Salaried Team Members*
* Competitive Paid Time Off (PTO) Policy for Hourly Team Members* * Generous Company-paid Holidays
- Relaxed/casual work environment
- Standing desks
- Recreational and Video games
- Large breakroom and lounge
- Stocked kitchen and fridges
- Cappuccino machine
- Onsite restaurant and daily food trucks
- Offices conveniently located with quick access to I-4, SR-528, and Florida's Turnpike
- Ample free parking
Travel Policy
While arenaflex allows remote work for certain posted roles, noted as "Remote Work Available" on our website, a core requisite for all roles is that team members be willing and able to occasionally travel to arenaflex's Orlando, Florida headquarters. All team members are required to participate in on-site onboarding at the onset of employment and then on an as-needed basis thereafter, as a condition of their employment.
How to Apply
If you're a motivated and results-driven professional looking to join a dynamic team and make a real impact in the logistics industry, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex.com/careers](http://arenaflex.com/careers) to learn more about our company culture and to submit your application. Apply for this job