At arenaflex, we're on a mission to revolutionize the way we shop and interact with our favorite brands. As a Senior Customer Success Manager, you'll play a critical role in shaping the future of our Vendor Services program, driving business growth for our most influential Sellers on the arenaflex Store. If you're passionate about delivering exceptional customer experiences, building strong relationships, and staying ahead of the curve in a fast-paced, ever-changing environment, we want to hear from you.
**About arenaflex**
arenaflex is a leading e-commerce platform that offers a wide range of products and services to our customers. Our Vendor Services program is designed to provide our Sellers with the tools and support they need to succeed on our platform. As a Senior Customer Success Manager, you'll be part of a dynamic team that's dedicated to delivering exceptional customer experiences and driving business growth for our Sellers.
**Job Summary**
We're seeking an experienced Senior Customer Success Manager to join our Consumables Category team. As a Senior Customer Success Manager, you'll be responsible for driving business growth for our Sellers by providing customized insights and recommendations, educating them on relevant tools and services, and delivering a positive experience with our program. You'll work closely with our Sellers to identify and prioritize opportunities for growth, develop and execute strategic joint business plans, and collaborate with cross-functional teams to resolve issues and drive results.
**Key Responsibilities**
As a Senior Customer Success Manager, you'll be responsible for the following key responsibilities:
* **Business Growth**: Identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience. Analyze data and trends to identify opportunities for growth and develop solutions to address them. Act as a strategic and influential partner for your Sellers, proactively seeking out new opportunities for customers and Sellers.
* **Seller Relationship Management**: Build effective working relationships with your Sellers, delivering timely, accurate, and professional operational support within a specified SLA. Drive optimal program and Customer Success Manager satisfaction by collaborating with Sellers to identify and prioritize opportunities for growth.
* **Program Process Excellence**: Act as a thought leader in defining success criteria and understanding business needs of Sellers in an ever-changing business environment. Improve team efficiency and optimize previously defined processes, managing initiatives and delivering critical solutions, improvements, and mechanisms.
**A Day in the Life**
As a Senior Customer Success Manager, a typical day might include:
* Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to close gaps to goals with your Sellers in your weekly call.
* Educating a new contact at your Seller on how to better leverage arenaflex tools and systems.
* Deep diving and resolving an item buyability issue that was surfaced by your Seller.
* Following up with internal arenaflex teams who you are dependent on to deliver tasks for your Sellers.
* Meeting with your Retail Category Manager to understand Category strategy and discuss your Seller's role in their strategy.
**About the Team**
The arenaflex Vendor Services program is a paid service that offers enrolled Selling Partners services in one of five major categories: (1) A designated Sr. Customer Success Mgr, (2) Strategic business advice, (3) Support, (4) Operational execution, and (5) Programs, Pilots, Betas, and Advance Coaching. In this role, you'll be a member of the Consumables Category team, supporting one to four Selling Partners within the Consumables categories.
**Basic Qualifications**
* Experience: 4+ years professional experience in Buying, Merchandising, Planning, and/or relevant experience within Account Management, Management Consulting, and/or relevant experience in negotiating, nurturing, and growing customer relationships.
* Education: Bachelor's degree.
* Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
* Relationship Development: Proven track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
* Communication: Excellent verbal and written communication.
* Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
* Planning: Track record of developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
* Self-Starter: Demonstrated ability to work in a fast-paced environment where continuous innovation is desired and ambiguity is the norm.
**Preferred Qualifications**
* E-Commerce experience.
* Retail experience.
* Strong attention to detail with a proven ability to effectively manage multiple projects and priorities in an ambiguous, fast-paced/deadline-driven environment.
* Able to root cause issues and identify scalable solutions to address.
* Experience with partnering cross functionally to drive results including continuous improvement initiatives. (process improvement techniques such as Kaizen, Lean Manufacturing, Six Sigma, PDCA, DMAIC)
* 4+ years' experience in account management, marketing, buying, or customer success delivery in related industries like retail, telecom, technology or hospitality.
* Experience using analytical, sales, and productivity tools including Oracle Business Intelligence, Salesforce, Microsoft Excel, Microsoft OneNote, and Microsoft SharePoint.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a base salary range of $72,000/year in our lowest geographic market up to $154,000/year in our highest geographic market. In addition to a full range of medical, financial, and/or other benefits, we also offer equity, sign-on payments, and other forms of compensation as part of a total compensation package.
**Why Join arenaflex?**
At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and empowering. We believe in the importance of continuous learning and growth, and we offer a range of opportunities for professional development and career advancement. If you're passionate about delivering exceptional customer experiences, building strong relationships, and staying ahead of the curve in a fast-paced, ever-changing environment, we want to hear from you.
**How to Apply**
If you're ready to take your career to the next level and join a dynamic team that's shaping the future of e-commerce, apply now! Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!