At arenaflex, we're on a mission to revolutionize the way companies approach leadership development and coaching. As a Customer Experience Specialist on our Sounding Board team, you'll play a critical role in ensuring the successful implementation of our coaching and SaaS-based services for large-scale enterprise clients. If you're passionate about delivering exceptional customer experiences, driving business impact, and scaling coaching practices organization-wide, we want to hear from you.
**About arenaflex**
arenaflex is a consultancy specializing in the people side of strategy. For over three decades, we've been designing powerful experiences that have a profound and lasting impact on businesses and their people. We help the world's leading companies turn strategy into results by combining deep business knowledge with transformational development. Our next-generation approach equips leaders for tomorrow, inspires new ways of thinking, and builds critical capabilities through targeted interventions, including working sessions, workshops, offsites, and more.
**About Sounding Board**
Sounding Board, an arenaflex company, is a first-of-its-kind coaching enablement platform for large enterprises. We offer both the technology infrastructure and the coach network to enable and scale coaching practices organization-wide. With a vision to democratize access to coaching across all levels of an organization, Sounding Board combines a SaaS, cloud-based management platform with a high-quality, managed network of global coaches that can deliver remote, virtual 1:1, and group coaching at scale. Our customers include large-scale enterprise Fortune 500 companies, and when they partner with us, they see a resulting increase in promotion, retention, and in critical leadership skills in their managers.
**What You'll Do at arenaflex**
As a Customer Experience Specialist on our Sounding Board team, you'll be responsible for:
* Developing, maintaining, and growing multiple customer relationships to ensure the successful implementation of coaching and other SaaS-based services
* Gaining deep understanding of customer business objectives and aligning coaching initiatives to drive measurable impact
* Leading successful roll-out of Sounding Board services to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually
* Maintaining a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
* Analyzing customer data and generating insightful reports that enhance the customer experience and demonstrate the business impact of coaching
* Serving as a Subject Matter Expert on coaching as a leadership development program for corporate HR/L&D leaders
* Collaborating closely with the sales team to drive renewals, reduce churn, and expand customer accounts
* Representing the voice of the customer to inform our sales/marketing process and product roadmap
**Key Responsibilities:**
* Develop and maintain strong relationships with 25+ clients, ensuring successful implementation of coaching and SaaS-based services
* Analyze customer data to generate insightful reports that enhance the customer experience and demonstrate business impact
* Collaborate with the sales team to drive renewals, reduce churn, and expand customer accounts
* Serve as a Subject Matter Expert on coaching as a leadership development program for corporate HR/L&D leaders
* Represent the voice of the customer to inform our sales/marketing process and product roadmap
**What We're Looking For**
We're seeking an experienced Customer Experience Specialist who possesses:
* 1-5 years of professional experience supporting the delivery of adult learning, talent/human resource, and/or professional development programs, ideally with a focus on leadership development
* 1-5 years of professional experience in a customer-facing role such as Customer Success, Engagement Management, Relationship Management, Account Management, or Customer Support
* Completion of a 4-year degree
* Based in the US
* Eligible to work in the US permanently without sponsorship
* Strong attention to detail and proven ability to manage multiple, complex projects simultaneously
* Comfortable managing a book of business of $500K – 1M+
* High level of technical fluency, comfortable working with a large tech stack, and learning new programs and systems quickly
* Results-driven mentality, with a strong ability to learn quickly and adapt
* Strong consultative and analytical skills with the ability to generate customer-facing reports
* Exceptional client management, project management, organization, meeting facilitation, and written communication skills
* Proficient in using project management, work management, and/or customer success applications and tools (e.g., Asana, Salesforce, Microsoft Office Suite)
**Preferred Qualifications:**
* 1-5 years of professional experience working in or with enterprise-level companies
* 1-5 years of working in a SaaS environment
* Exposure to or involvement in scaling customer programs within a technology-driven organization
**Salary Information**
Annual Salary Range: $75,000- $90,000, commensurate with experience. This role is also eligible for commission.
**Why Join arenaflex?**
At arenaflex, we're passionate about delivering exceptional customer experiences and driving business impact. We offer a dynamic and supportive work environment, with opportunities for growth and development. If you're passionate about coaching, leadership development, and customer success, we want to hear from you.
**How to Apply**
If you're a motivated and experienced Customer Experience Specialist looking to join a dynamic team, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!