**Experienced Full Stack Customer Success Professional – Ambulatory Surgical Centers**

Join arenaflex, a leading healthcare technology company, as we strive to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. We are seeking an experienced Full Stack Customer Success Professional to join our Ambulatory Surgical Centers (ASC) team. As a trusted advisor and strategic program driver, you will play a critical role in helping our customers derive the full value of our products and services. **The Opportunity:** At arenaflex, we believe that our customers are at the heart of everything we do. Our Customer Success team is dedicated to building and managing effective relationships with our customers, helping them achieve their business goals, and ensuring their satisfaction and retention. As a Full Stack Customer Success Professional, you will split your time equally between managing client relationships and leading cross-functional initiatives to enhance ASC-specific product adoption, performance, and strategy. **Position Summary:** As an ASC Senior Associate, you will be responsible for driving initiatives that contribute to the customer's success and align with their mission. You will assist in identifying and resolving complex issues, collaborate with internal teams and resources as needed, and effectively communicate with clients. You will also be responsible for driving cross-functional initiatives focused on ASC engagement, internal knowledge curation, product enhancement, and overall support of our expansion across our client base. **Responsibilities:** **50% Customer Success:** * Serve as a trusted advisor to Group clients, aligning arenaflex's services with their business goals. * Drive resolution of escalated issues through cross-functional collaboration. * Conduct strategic planning and operational performance reviews with clients. * Monitor client satisfaction and proactively mitigate attrition risks. * Ensure adoption and optimization of arenaflex products. * Present growth opportunities to Account Executives. * Maintain strong relationships with client operational leadership. * Coach customers to ensure they are utilizing all available arenaflex resources, including customer support, training, and the customer community. * Apply project management and cross-departmental influence to establish priorities and drive resolution for escalated customer issues. * Assess and prioritize issues that may lead to customer dissatisfaction, leveraging internal domain expertise to ensure a strong mitigation plan is in place. **50% ASC Specialty Program Management:** * Direct customer engagement with Ambulatory Surgical Centers (ASC) across the organization via close collaboration and partnership with the Customer Success Manager to gather feedback, understand pain points, and ensure optimal product utilization. * Understand training journeys and provide insight into training opportunities and guidance on where to invest in additional training. * Collaborate with and influence a cross-functional Specialty leadership team. * Influence Specialty business metrics scorecard and growth goals and lead progress readouts to the broader organization via quarterly business reviews (QBR). * Lead initiatives to improve ASC-specific Net Promoter Scores (NPS) and RCM performance. * Maintain onboarding playbooks and support ASC product launches. * Facilitate user groups and feedback loops to inform product enhancements. * Influence business metrics, build internal knowledge programs, and curate ASC best practices. * Track and report on ASC specialty metrics and performance. * Support the development of a knowledge certification program for ASC operations. * Serve as a workflow and compliance subject matter expert in ASC operations and workflows. **Education, Experience, & Skills Required:** * Proven experience working in an ambulatory surgery center. * Strong understanding of clinical workflows and accreditation requirements. * Excellent leadership and organizational skills. * Ability to work collaboratively with medical and administrative staff. * Bachelor's Degree preferred. * 3-5 years of experience in healthcare, specifically in ASC environments. * 3-5 years in customer success, operations, or program management role. * Strong customer communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue. * Proven ability to influence both customers and internal stakeholders. * Proven ability to manage and prioritize multiple projects while paying strict attention to detail. **Preferred Requirements:** * CRM Experience (specifically, Salesforce.com and Gainsight). * Experience with and knowledge of arenaflex services with a deeper expertise in one or more services. * Service and relationship experience with arenaflex clients. **Behaviors & Abilities Required:** * Ability to work independently as well as part of an extended, cross-functional team. * Manage client relationships ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved. * Self-driven, results-oriented with a positive outlook. * Take initiative with little to no direction. * Be transparent and honest in a positive, professional, and polite manner. * Conflict Resolution Skills. * Empathic communicator with a consultative approach, able to see things from other person's point of view. * Contributes to team culture and understands and supports arenaflex's purpose. **About arenaflex:** Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Our company culture: Our talented employees — or arenaflexistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support. Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for arenaflexistas, our partners, customers, and the communities where we work and serve. **What we can do for you:** Along with health and financial benefits, arenaflexistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs. We also encourage a better work-life balance for arenaflexistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, arenaflex enables employees to find a balance that feels fulfilling and productive for each individual situation. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide arenaflexistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. **Learn more about our culture and benefits here:** arenaflex.com/careers **:** [Insert link to apply] We are excited to hear from you and look forward to welcoming you to the arenaflex team! Apply for this job