**Experienced Customer Success Specialist – Small Business Account Management**

At arenaflex, we empower our customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on arenaflex every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed arenaflex in the annual Inc. 5000 list of fastest-growing American companies since 2008. **Join Our Team** We are seeking an experienced Customer Success Specialist to be part of the growing arenaflex Customer Success Team. In this role, you will be responsible for managing the needs of Small Business clients, resolving inbound questions, and maintaining the annual renewal processing. Ultimately, you will assist Small Business clients in achieving their business goals and finding the most value with their investment in arenaflex products. You are the customer’s trusted partner, with the goal of driving our customer’s success and establishing loyal relationships with arenaflex. **How Will You Contribute?** As a Customer Success Specialist, you will play a critical role in delivering high levels of responsiveness to assigned accounts, hosting meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation. You will work with clients via retention cases, prevent and manage churn, track activities in Salesforce.com, and accurately log outcomes of customer discussions. You will consistently meet or exceed target customer activity metrics and SLO’s, manage assigned client contracts, invoices, billing, SLA reporting requirements, and process contract changes including add-on services, downgrades, and cancellations. Some of your key responsibilities will include: * Delivering high levels of responsiveness to assigned accounts * Hosting meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation * Working with clients via retention cases, prevent and manage churn * Tracking activities in Salesforce.com, and accurately logging outcomes of customer discussions * Consistently meeting or exceeding target customer activity metrics and SLO’s * Managing assigned client contracts, invoices, billing, SLA reporting requirements * Processing contract changes including add-on services, downgrades, and cancellations * Creating accurate quotes and obtaining purchase orders for arenaflex services (exports, imports, and 1x training fees) * Identifying additional add-on services to grow account partner with sales for new opportunities identified * Effectively managing and driving closure of renewal business * Identifying At-Risk clients and determining needed remediation path * Taking ownership for resolving customer issues; Partnering with other internal teams to ensure client’s needs and resolution with escalated issues are being met * Driving client adoption of arenaflex products and services via leading trainings or recommendations for Professional Services custom trainings; providing valuable insights and best practices to customers based on their deployment * Working as part of a collaborative team and providing feedback for improvement to internal stakeholders * Preparing and hosting Business Reviews for top assigned accounts * Other duties as assigned **What Will You Bring?** To be successful in this role, you will need to bring the following skills and qualifications: * 1+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments * BA/BS degree or 4+ years' experience in customer success in lieu of degree * MS Office Suite knowledge * Effective oral and written communication skills * Strong organizational skills * Detail oriented * Proficiency at juggling multiple tasks * Ability to quickly understand questions and problem solve * Proven results in driving customer health and satisfaction resulting in loyalty and advocacy * Ability to deliver presentations to senior leaders, accounting, and/or technical audiences **What We Offer** At arenaflex, we offer a dynamic and collaborative work environment, with opportunities for growth and development. We are committed to providing our employees with the tools and resources they need to succeed, and we offer a competitive compensation and benefits package, including: * Competitive salary and bonus structure * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Opportunities for professional development and growth * Collaborative and dynamic work environment **Our Culture** At arenaflex, we value diversity, equity, and inclusion, and we are committed to creating a workplace that is welcoming and inclusive for all employees. We believe that providing opportunities for everyone to be their authentic self is key to our success, and we strive to create a culture that is respectful, empathetic, and supportive. **How to Apply** If you are a motivated and results-driven individual 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! **Additional Information** arenaflex is an equal opportunity employer, and we welcome applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide opportunities for everyone to grow and develop. arenaflex leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like. Apply for this job