Experienced Full Stack Customer Success Manager – Pharmaceutical Event Industry Experience Required

At arenaflex, we're on a mission to revolutionize the world of events and meetings by providing unparalleled experiences that exceed our clients' expectations. As a key member of our Customer Success team, the Customer Success Manager (CSM) will play a vital role in driving business growth, retention, and satisfaction for our clients in the pharmaceutical industry. If you're a seasoned professional with a passion for delivering exceptional results, building strong relationships, and driving business development, we want to hear from you!

About arenaflex

arenaflex is a global event management firm specializing in virtual, hybrid, and in-person experiences of all shapes and sizes, as well as consulting and enterprise strategies. As an entrepreneurial organization, we prioritize our clients' needs through our core values of quality, agility, flexibility, and innovation. With over 50 years of experience and a strong reputation in the industry, we're committed to delivering exceptional results and exceeding our clients' expectations.

Key Responsibilities

As a Customer Success Manager at arenaflex, you'll be responsible for managing all aspects of the client account relationship, including:

Account Management

+ Develop and implement an account management plan that meets client objectives and promotes arenaflex efficiencies + Implement and maintain a multi-tiered client communication plan, including regular account reviews, bi-monthly account update calls, and monthly/quarterly reporting + Negotiate and achieve mutually agreed-upon SLAs and KPIs; manage service levels and client expectations + Serve as the client's primary point of contact and liaison within arenaflex for all internal teams + Develop and maintain key relationships with primary contacts in procurement, meeting owners, and VIPs + Provide leadership and clear direction to all teams supporting the client's business needs + Lead monthly arenaflex account team meetings and revise/maintain account Standard Operating Procedures on a timely basis + Monitor account reports and ensure accuracy and delivery timeliness to the client + Track non-billable expenses/labor hours for special projects as arenaflex "added value" + Provide issue resolution with client meeting owners, following arenaflex Issue Resolution protocols + Responsible for data integrity for new meetings entered into Cvent + Train account team/planners on specific account processes and needs + Run client audits with arenaflex Controller + Participate in operations turnover meetings, program briefings, and debriefings to ensure account continuity + Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes + Accountability for accuracy and timeliness of final reconciliation form planners

Business Development

+ Identify and develop new business/revenue streams within the account + Develop and sell business opportunities to grow account revenue + Evaluate opportunities to upsell additional arenaflex services + Expand business in existing divisions, departments, or regions and penetrate new areas of opportunity + Identify potential new revenue streams through new/enhanced meeting services + Collaborate with arenaflex teams to respond to account RFP opportunities, including sales strategy, pricing, RFP development, presentations, and closing business opportunities + Review ongoing client satisfaction surveys, analyze data, and implement continuous improvement processes + Promote arenaflex Performance Improvement programs or products + Develop and maintain strong and ethical customer relationships + Gain knowledge of competitors' strengths and weaknesses + Create and sell joint venture opportunities + Network with decision makers and management as appropriate

Event Management

+ Lead Planner/Meeting Owner on events or programs of significance to the customer's business + Create/Revise program budgets to ensure arenaflex forecast is attained + Alert meeting owner of any anticipated program budget variances + Identify financial opportunities in post-program billing

What You'll Bring

As a seasoned professional with a passion for delivering exceptional results, you'll bring:

• Experience with managing the lifecycle of an event, including final reconciliation
• Knowledge of Cvent is preferred
• Knowledge of virtual and hybrid event options
• Demonstrated track record of successfully managing multiple projects simultaneously
• Ability to deliver creative outputs in a constricted timeline while maximizing available resources
• Minimum 5 years of experience in the meetings/travel industry, specifically in operations
• Two years of experience in people management
• College degree or equivalent experience
• Ability to travel at least 35% of the time, including internationally
• Experience working in a virtual office environment

What We Expect

As a Customer Success Manager at arenaflex, you'll be expected to:

• Demonstrate Cultural Excellence in all interactions with clients, colleagues, and stakeholders
• Possess a strong Role Level Function, with a focus on delivering exceptional results and exceeding client expectations
• Develop and maintain strong Interpersonal Skillset, with a focus on building and maintaining strong relationships with clients and colleagues

What We Provide

As a valued member of our team, you'll enjoy:

• Competitive salary
• Health, Dental, Vision, and Life Insurance options
• 401K plan
• Paid holidays
• Accrued personal time off for vacation and sick leave
• Laptop, additional monitor, and mobile phone
• Global Giveback program for volunteer service
• Remote Office/Work from home, or option to work in our corporate headquarters located near Milwaukee

Join Our Team

If you're a seasoned professional with a passion for delivering exceptional results, building strong relationships, and driving business development, we want to hear from you! Apply now to become a part of our dynamic team at arenaflex! Apply Job! Apply for this job