**Experienced Senior Customer Engagement Manager – Driving Retention and Growth in Supplemental Education**

For over 80 years, arenaflex has been a trailblazer in education and professional advancement, dedicated to collaboration, innovation, and creativity to deliver a best-in-class educational experience and make arenaflex a great place to work. As a global company at the intersection of education and technology, we are committed to making a positive impact and inspiring change in the world around us. We are now seeking an experienced Senior Customer Engagement Manager to play a pivotal role in driving retention and growth within arenaflex North America's highest revenue-generating supplemental education account portfolio. This is an exceptional opportunity for a customer-centric professional to join our team and contribute to the success of our business. **About the Role:** The Senior Customer Engagement Manager (SCEM) will be responsible for driving account retention and growth through exceptional customer service and the collection of cohesive, quantitative data used by arenaflex's product leadership to drive innovation. This role requires a customer-centric mindset, critical thinking, and decision-making skills driven by data analysis. The SCEM will serve as the bridge between sales, product, and operations to ensure excellence and foster strong relationships with senior leaders within their accounts. **Key Responsibilities:** * Serve as the primary point of contact for stakeholders within the portfolio of supplemental education accounts, gathering and relaying feedback to relevant internal teams, including the product team. * Develop and deploy engagement plans tailored to each account, prioritizing retention and revenue growth while incorporating feedback on product usage and satisfaction. * Establish, maintain, and nurture productive relationships with key stakeholders across the portfolio, fostering open communication channels for sharing product-related insights. * Ensure the effective delivery of customer contracts and services, meeting, or exceeding expectations, and promptly addressing any product-related issues. * Regularly review accounts for risks and opportunities, providing feedback to the sales team and customer engagement directors, including insights on product performance and areas for improvement. * Implement risk mitigation plans within the account portfolio to safeguard revenue streams, addressing any product-related concerns or challenges proactively. * Collaborate closely with assigned salespeople to develop and execute growth plans for each account, incorporating feedback on product enhancements or features. * Develop an in-depth understanding of the portfolio of accounts and the arenaflex products/services relevant to each, staying updated on product developments and enhancements. * Solicit and leverage partner feedback to enhance retention and drive growth within the accounts, emphasizing the importance of product satisfaction and usability. * Utilize various data sources, including customer surveys, interviews, CRM, and LMS data, to determine each account's engagement score and highlight areas where product improvements may be beneficial. * Incorporate partner feedback into the refinement of engagement plans to ensure alignment with client needs and expectations, advocating for product enhancements or customizations as needed. * Continuously track key metrics supporting partner engagement and assess progress towards meeting targets, adjusting engagement strategies and product recommendations accordingly. **Minimum Qualifications:** * Bachelor's Degree in Business or related field * Minimum of 4 years of experience working in customer experience, account management, or program management * Process management * Attention to detail * Customer relationship management * Strategic analysis * Cross-functional collaboration * Matrix management * Excellent presentation skills * Flexibility of thinking and comfortable working in a transforming organization **Preferred Qualifications:** * Master's Degree or MBA **What We Offer:** * A comprehensive total rewards package that includes: + Remote work, providing a flexible work/life balance + Comprehensive Retirement Package, automatically enrolled in The arenaflex Contribution Plan (8-10% annual company contribution based on tenure) + Our Gift of Knowledge Program, providing tuition assistance and substantial discounts for arenaflex employees and close family members + Comprehensive health benefits, new hire eligibility starts on day 1 of employment + Generous Paid Time Off, including paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities * A supportive and rewarding work environment where every employee can thrive * Opportunities for career growth and professional development * A dynamic and collaborative team environment **Compensation:** * Salary Grade B: $64,000 - $202,600 * Actual compensation for this role is determined by several factors, including job level, candidate's skills, experience, and education, among other factors determined by the business. **Location:** * Remote/Nationwide, USA **Diversity & Inclusion Statement:** arenaflex is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. If you are a customer-centric professional with a passion for driving retention and growth, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job