Job Description
At arenaflex, we're revolutionizing the way businesses collect and send payments through direct debit, real-time payments, and open banking. As a global bank payment company, we're committed to making our hiring process inclusive and accessible. If you're excited about this role and want to join our mission, we encourage you to apply! **About arenaflex** arenaflex is a global bank payment company that processes over US$130bn+ of payments annually, across 30+ countries. We help our customers collect and send both recurring and one-off payments, without the chasing, stress, or expensive fees. Our AI-powered solutions improve payment success and reduce fraud, while our open banking connectivity to over 2,500 banks enables our customers to make faster, more informed decisions. **The Role** As an Experienced Customer Success Manager at arenaflex, you will be responsible for the successful adoption and growth of our customers across the UK & Ireland. Your primary responsibility will be identifying a path to increase the breadth and depth of arenaflex usage and value across the customers' footprint. You will need to work closely with your account team to map the scope by customer, identify stakeholders, assess risk/opportunity, and create an execution plan. As a part of our wider success team, you will also work closely with Professional Services to drive implementation and time to value, our Customer Advocacy team to enhance the customer experience and share success stories, and Renewal Managers to work towards retention alongside a dedicated Account Executive for expansion and growth opportunities. **Key Responsibilities:** * Manage a book of business (BOB) and ensure delivery against milestones throughout the customer lifecycle, aligned with our team's business KPIs. * Drive commercial discussions with customers by devising strategies to drive positive Net Revenue Retention. * Own and execute Account Plans tailored to each customer's strategic goals, positioning arenaflex as a trusted partner. * Partner with the sales team on Account Planning and driving total book of business growth through competitive, market, and whitespace analysis. * Share commercial ownership of the Account Commercial Success, including identifying, nurturing, and closing expansion opportunities across the base. * Identify and build a strong relationship with key stakeholders, including C-suite, champions, and end-users. * Work cross-functionally and collaboratively involving leadership across the business to drive customer value. * Mitigate risk, including managing renewals for existing customers. * Forecasting accountability for your owned book of business. **What We're Looking For:** * 2+ years of experience in complex end-to-end client-facing work environments. * 2+ years of experience with Sales/CS and/or Account Management. * Additional languages are a plus. * A team player with a growth mindset. * Strong listening and verbal communication skills, with the ability to quickly understand customer needs or issues and deliver a clear and concise response via video calls, emails, in-person meetings. * Ability to manage conflicting priorities and thrive in a fast-paced environment. * A good collaborator who can motivate or maintain enthusiasm of team members. * Finance/Payments industry experience is a plus. **What We Offer:** * A competitive base salary range of £26,208 - £38,400 + 30% OTE. * A comprehensive benefits package, including wellbeing support, work-away scheme, hybrid working, equity, parental leave, time off, and more. * A dynamic and inclusive work environment that values diversity, equity, and inclusion. * Opportunities for career growth and development, with a focus on continuous learning and skill-building. * A chance to work with a talented team of professionals who are passionate about making a difference in the payments industry. **Life at arenaflex** We're an organisation defined by our values: starting with why, making it happen, acting with integrity, caring deeply, and being humble. Our values form part of the arenaflex DNA, and are used to nurture and develop our culture, while delivering impactful work that will help us achieve our vision. **Diversity & Inclusion** We're building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here's where we stand: * 45% identify as women. * 23% identify as Black, Asian, Mixed, or Other. * 10% identify as LGBTQIA+. * 9% identify as neurodiverse. * 2% identify as disabled. If you want to learn more, you can read about our Employee Resource Groups and objectives here, as well as our latest D&I Report. **Sustainability at arenaflex** We're committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we're working towards a climate-positive future. Check out our sustainability action plan here. **Find out more about Life at arenaflex via X, Instagram, and LinkedIn.** If you're excited about this role and want to join our mission, we encourage you to apply! Apply for this job