As the Customer Success Specialist (CSS), you will directly impact our customers' business by helping them transition to successful business owners. You will be responsible for building and maintaining post-sales relationships with Arbox customers. You will work closely with our sales team to identify upsell opportunities and renewal risks. You will also engage with cross-functional teams to successfully manage and resolve issues affecting your customers. You will ensure high levels of customer satisfaction, driving adoption, expanding the use of Arbox products, managing renewals as well as customer outreach programs. You'll take a strategic approach to ensure our customers are onboarded into Arbox successfully and gain value from our products and services.
Who We Are?
At Arbox, we live and breathe fitness. Our goal is to help gym and studio owners transform from fitness experts to business experts, by allowing them to simultaneously grow their businesses while focusing on training and working with their clients. We offer a top of the line gym management platform to fitness clubs so that they can focus on what they do best – building a community of fitness lovers, and making their members feel healthy and happy. Our product has disrupted the Israeli market with a customer base numbering more than 750+ fitness centers across the country. Looking ahead, we plan to build on our rapid growth in Israel and expand overseas. Arbox has an energized, innovative, fun, and supportive culture – and we’re looking for new teammates who are friendly, creative, and dynamic, and who share our belief that fitness is a lifestyle.
What Will You Do?
Provide onboarding, training, implementation, ongoing relationship management and support for our customers
Achieve quarterly and annual goals and metrics as outlined by CS management
Drive renewals and identify up-sell and cross-sell opportunities
Track and monitor customer account status and identify any areas of concern
Ensure client satisfaction during all stages of the onboarding process and be the gatekeeper in order to minimize and prevent churn rates.
Plan, lead and execute workshops and training sessions
Act as a direct point of contact for escalation of customer issues, identifying and triaging internal resources to help find a resolution
Maintain customer satisfaction and customer and product usage intelligence using our CRM
Provide ongoing support as required
Communicate customer feedback to the product team and product changes to customers
What Will You Need?
Working days and hours - Monday to Friday in shifts (North America region hours)
2+ years experience in customer-facing roles for a SaaS or software company
Excellent customer relationship and consultative sales skills
An analytical mindset
Strong, demonstrated understanding and experience in project management, software implementation, and customer success practices
Ability to proactively and effectively manage multiple projects with varying deadlines.
Self-starter, problem-solver, high energy, adaptable, curious, and excited to work in a start-up environment.
High-level English communication - a must
High technical skills