Experienced Customer Success Manager – Digital Inbound (9 Month Contract)

At arenaflex, we're dedicated to creating a world where providers and plans can confidently deliver frictionless care. As a leading North American healthcare technology platform, we've been empowering meaningful care collaboration and real-time patient insights for over 20 years. With a team of over 2,200 employees, we're recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures. We're not just a company – we're a community of innovators, thinkers, and doers who are passionate about making a real impact on healthcare across North America. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact.

Join us and be part of a team that is making a real difference.

Position Summary:

As a Customer Success Manager, Digital Inbound, you'll play a critical role in providing responsive customer success as part of our Digital Customer Success strategy. Our Digital Customer Success Managers work as a team to help clients achieve their desired outcomes, while ensuring a positive experience with arenaflex. Reporting to the Director, Customer Success, you'll be responsible for driving adoption of our solutions, ensuring customers leverage the solution to achieve their objectives, and leading to full business value for the customer and high retention rates and net promotor scores for arenaflex.

Key Responsibilities:

• Respond to inbound customer success inquiries, leveraging correspondence via a case management application.

• Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve their objectives, leading to full business value for the customer and high retention rates and net promotor scores for arenaflex.
• Prepare a monthly analysis of customer engagement strengths, including progress towards KPI attainment.
• Maintain an understanding of arenaflex's products & services, industry knowledge and trends to drive customer engagement
• Coordinate with cross-functional teams to provide solutions
• Reducing product and logo churn through effective risk identification management and mitigation.
• Help customers identify how arenaflex products can solve critical business challenges.
• Work closely with customer account team to provide a holistic and strategic approach to help clients meet objectives.
• Other criteria as determined by Customer Success Manager Leadership team.

Required Experience:

• Ability to manage a high-volume portfolio through prioritization, attention to detail and a sense of urgency.

• Experience with SalesForce, Gainsight and NetSuite an asset
• Exposure to LTC (Long Term Care) industry/technology or experience with EHR (Electronic Health Records)
• Strong written and verbal communication skills
• Excellent organizational, project management & time management skills
• Strong relationships, teamwork, and collaboration capabilities
• Strategic thinking with strong analytical skills

Preferred Qualifications:

• Proven track record of success in customer success or a related field

• Experience working with healthcare technology platforms
• Strong understanding of the Long Term Care industry and Electronic Health Records
• Familiarity with case management applications and customer success tools

What We Offer:

• Competitive hourly rate of $45 - $48 per hour

• Opportunity to work with a leading healthcare technology platform
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance

Contract Details:

This is a 9-month contract role, paid hourly, that does not include benefits or paid time off. There will be a 4% addition to your hourly rate to compensate you for those benefits you are not receiving during this time. This contract role is to cover a maternity leave from December 9th, 2024 to September 8th, 2025.

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

Application Process:

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how arenaflex uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact arenaflex's human resources team: [email protected]

Information Security:

arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

Apply Now:

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