Experienced Technical Program Manager, Customer Success – Driving Operational Excellence and Customer Satisfaction

At arenaflex, we're dedicated to helping our customers drive strategic and innovation excellence, make confident business decisions, and increase portfolio value. As a global provider of Project Portfolio Management software solutions, we've been supporting product development, engineering, and IT business processes for over 20 years. Today, over 500 organizations worldwide rely on arenaflex solutions to manage their projects, resources, and portfolios. With offices located in the United States, Canada, United Kingdom, Germany, France, and Japan, we're a global organization committed to delivering exceptional customer experiences. Join our team and become a key player in driving operational excellence and customer satisfaction! We're seeking an experienced Technical Program Manager, Customer Success to play a crucial role in enhancing the efficiency and effectiveness of our Customer Success team. This individual will work closely with Customer Success Managers (CSMs) to streamline processes, analyze data, and implement systems that support our goal of ensuring customer satisfaction, retention, and continuous expansion. If you're analytical, detail-oriented, collaborative, obsessed with operational efficiency, and passionate about improving customer experiences, we want to hear from you!

Responsibilities:

### Process Improvement

• Develop, implement, and optimize processes to improve the Customer Success team's efficiency and effectiveness.
• Continuously assess and refine our processes to ensure they align with arenaflex's strategic goals and customer needs.

### Best Practices

• Continuously document and share the latest in our Customer Success strategy through playbooks and information sessions.
• Develop and maintain a knowledge base of best practices in Customer Success, including case studies, success stories, and lessons learned.

### Continuous Improvement

• Track feedback and assess risks and opportunities to continuously improve our enablement strategy.
• Collaborate with the Customer Success team to identify areas for improvement and develop strategies to address them.

### Data Management

• Collect, analyze, and report on customer data to provide insights and recommendations to the Customer Success team.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) and provide visibility into customer health and satisfaction.

### Systems Data Administration

• Maintain data in Customer Success tools and systems (e.g., Salesforce, ticketing, PSA, analytics tools, Highspot) to ensure they are used effectively.
• Collaborate with the IT team to ensure seamless integration between systems and tools.

### Onboarding Support

• Assist in the onboarding of new Customer Success Managers by ensuring that all necessary resources and documentation are provided.
• Develop and maintain a comprehensive onboarding program to ensure new CSMs have the necessary tools and support to succeed.

### Performance Metrics

• Track and report on key performance indicators (KPIs) for the Customer Success team to identify trends and areas for improvement.
• Collaborate with the Customer Success team to develop and implement strategies to improve performance and achieve goals.

### Cross-Functional Collaboration

• Work with other departments (e.g., Sales, Marketing, SaaS) to accelerate cross-functional activities and deliverables.
• Collaborate with stakeholders to identify opportunities for process improvement and develop strategies to address them.

### Training

• Provide training and support to CSMs on tools, processes, and best practices.
• Develop and maintain a comprehensive training program to ensure CSMs have the necessary skills and knowledge to succeed.

What we're looking for:

### Qualifications

• Bachelor's degree in Business, Marketing, Data Analytics, or a related field.
• 3+ years of experience in a Customer Success Manager, Customer Success Operations Manager, or similar role, preferably in an Enterprise SaaS environment.
• Experience working on complex programs with cross-functional activities and deliverables.

### Preferred Skills

• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency with Microsoft Office suite, Salesforce, and arenaflex tools preferred.
• Excellent organizational and project management skills.
• Exceptional communication (written and spoken) and interpersonal skills.
• Strong problem-solving skills and attention to detail.
• Strong work ethic and ability to work efficiently in autonomy.
• Knowledge of best practices in Customer Success, especially in Enterprise Software.
• Ability to think in terms of long-term systems and continuous improvement.

Why join arenaflex?

* Collaborative and dynamic work environment with a team of passionate professionals.

• Opportunities for career growth and professional development.
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Opportunities to work on complex and challenging projects.
• Collaborative and supportive team culture.

How to apply:

If you're passionate about driving operational excellence and customer satisfaction, we want to hear from you! Apply now to join our team as a Technical Program Manager, Customer Success. Apply for this job