Experienced Customer Success Manager – New Business Development and Operations

Join arenaflex, a leading innovator in the healthcare industry, as we strive to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. As a Customer Success Manager – New Business Development and Operations, you will play a critical role in driving the growth and success of our new business initiatives, while ensuring seamless operations and exceptional customer experiences.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that is revolutionizing the healthcare industry through innovative products and services. Our mission is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. With a strong focus on customer success, we are committed to providing exceptional experiences for our clients and partners.

Job Responsibilities

As a Customer Success Manager – New Business Development and Operations, you will be responsible for:

• Scoping and implementing new features in Gainsight and Salesforce to optimize and scale our operations
• Partnering with Business Operations leadership and divisional leadership to identify opportunities to drive Gainsight process efficiency and quality
• Driving consistency in tools and processes across service lines
• Continuously evaluating opportunities to simplify and automate operational processes
• Partnering with the business to identify opportunities to transfer operational work from client-facing teams
• Facilitating the successful implementation of new programs and processes within stakeholder organizations
• Leading and supporting ad hoc projects and analyses aimed at improving operational performance and business outcomes
• Scoping out and designing operational support activities for new business lines
• Creating and maintaining supporting documents and collateral that enable stakeholders
• Ensuring the timeliness and accuracy of operational activities supported by the Business Operations team
• Aligning tactical work, processes, and systems across all services tiers within Customer Success
• Supporting the maintenance and data integrity of Gainsight system
• Developing and monitoring accountability frameworks to ensure the business continues to follow best practice
• Becoming a go-to expert on Customer Success data and goals
• Partnering with other key operational teams, including Sales, Voice of the Customer, and Finance, to optimize current processes and deliver on high-quality operational support
• Providing front-line day-to-day support for the Customer Success Management team, including data quality troubleshooting, process and workflow support, system performance and automation
• Managing internal and external release management and documentation
• Enabling and tool training for new team members

Typical Qualifications

* 1+ years of recent Gainsight administration experience required (UX, Rules, Journey Orchestrator, Success Profiles, CTAs, Schedules, APIs, Dashboards and Reporting)

• 2+ years of Salesforce administration experience preferred
• Proficiency in analytics/Excel
• Bachelor's degree in a relevant field
• 2+ years of related professional experience (Process Improvement, Project Management, Change Management, Operations)
• Experience designing process and workflows via stakeholder management
• Familiarity with business systems and understanding of data reporting tools
• Comfort working and multi-tasking in a fast-paced, dynamic environment with the ability to adapt to changing priorities
• Healthcare industry experience preferred, but not required

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a dynamic and forward-thinking organization
• Collaborative and inclusive work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program

About Our Culture

arenaflex is a vibrant and talented organization that values diversity, equity, and inclusion. We are committed to creating a workplace culture that is inclusive, respectful, and supportive of all employees. Our culture is built on the principles of innovation, collaboration, and customer-centricity.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace culture that is inclusive, respectful, and supportive of all employees.

How to Apply

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Note:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace culture that is inclusive, respectful, and supportive of all employees. Apply for this job