Senior Customer Care Manager – Customer Onboarding and Support Expert

At arenaflex, we are committed to delivering exceptional customer experiences that drive loyalty and growth. As a Senior Customer Care Manager, you will play a vital role in onboarding, engaging, and retaining new and existing customers, ensuring they achieve maximum value from our solutions. As our ambassador, you will be the first point of contact and/or solution provider for our customers, making you a key ambassador for our brand.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to achieve their goals. Our team is passionate about delivering exceptional customer experiences, and we are committed to creating a culture that values collaboration, innovation, and customer-centricity. As a Senior Customer Care Manager, you will be part of a dynamic team that is dedicated to making a positive impact on our customers' businesses.

Key Responsibilities

As a Senior Customer Care Manager, you will be responsible for the following key areas: ### Onboarding (Portfolio Management)

• Proactively manage the onboarding process for your portfolio of new customers, ensuring a seamless implementation and efficient deployment of the solution.
• Lead training and FAQ sessions to support new clients in adopting the platform effectively.
• Understand client needs to optimize their use of our solutions, resolve reported issues, and propose intelligent solutions and/or workarounds.
• Anticipate challenges during onboarding and proactively implement mitigation strategies to drive results.
• Collaborate with Account Executives to gather necessary client information, and with the Account Management Team (CSM and KAM) for a seamless transition.
• Oversee project management for complex projects.
• Make customer-related choices independently that align with both customer expectations and company objectives, demonstrating confidence and accountability for your portfolio.

### Level 1 Support

• Respond quickly and efficiently to incoming customer queries (tickets).
• Troubleshoot and resolve issues proactively, suggesting tailored solutions.
• Escalate complex problems to L2 support or management when required.

### Internal Collaboration

• Support internal customer teams (CSM, KAM, AEs…) with product expertise.
• Propose and drive new initiatives and innovative solutions.
• Participate in continuously optimizing our processes (improve the quality of our service, accelerate the Time to First Value, improve resolution time…).
• Create documentation (guides, FAQs, videos).
• Provide feedback to the Product team to forward customer needs.

Qualifications

To be successful in this role, you will need:

• 5+ years of experience in a customer-facing position.
• Strong knowledge of the MarTech environment, especially analytics or tracking.
• Knowledge of GTM is a plus.
• Fluency in French and English. Another language would be appreciated.
• Excellent verbal and written communication skills.
• Problem-solving, rigorous, and empathic character.
• Pedagogy and patience are part of your qualities, you know how to adapt to your interlocutors and love to help.
• You like to work in dynamic environments and fast-paced teams.
• Be available between 09:00 - 12:00 and 14:00 - 18:00 (Paris time).

Recruitment Process

Our recruitment process is designed to assess your skills, experience, and fit for the role. The process includes:

• First interview with our Senior Talent Acquisition Manager (15 min).
• Case study preparation at home.
• Visio interview - including case study presentation with the Head of Customer Success (your potential future manager).
• Final interview with our Customer Success Director or a cofounder (30min).

Why Join arenaflex?

At arenaflex, we offer a dynamic and supportive work environment that values collaboration, innovation, and customer-centricity. As a Senior Customer Care Manager, you will have the opportunity to:

• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
• Develop your skills and expertise in customer onboarding and support.
• Contribute to the growth and success of our customers.
• Enjoy a competitive compensation package, including benefits and perks.
• Participate in continuous learning and development opportunities.
• Be part of a company that values diversity, equity, and inclusion.

Apply Now

If you are a customer-focused professional with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job