Manager, Customer Experience (APAC)

About arenaflex

arenaflex is the global financial platform that removes friction from doing business across borders. Founded in 2005, we've grown to become a community of over 2,500 colleagues worldwide, serving customers and partners in over 190 countries and territories. Our mission is to connect the world's underserved businesses to a rising global economy, providing the tools they need to work efficiently worldwide and grow with confidence.

The arenaflex Acquisition

In August 2024, arenaflex acquired Skuad, a leading provider of global workforce management solutions. Skuad's expertise helps businesses in over 160 countries navigate complex challenges such as international payroll, remote onboarding, and regulatory compliance. This acquisition reinforces arenaflex's mission and solidifies Skuad's role as a trusted partner for global workforce management (WFM). As a Manager, Customer Experience (APAC), you'll be part of our WFM business unit, driving customer success and growth in the APAC region.

Role Summary

As a Manager, Customer Experience (APAC), you'll be responsible for leading customer success strategies, driving high-value client relationships, and fostering deep and impactful relationships with our key clients. You'll work closely with our sales and product teams to drive account expansion and revenue growth, identify opportunities for upselling and cross-selling, and develop account strategies to enhance client engagement and product adoption.

Key Responsibilities

Customer Success Leadership:

• Own and drive customer success strategies, ensuring long-term retention and growth.
• Lead high-value client relationships, delivering an exceptional B2B experience.
• Oversee seamless onboarding processes to ensure clients realize value from day one.

Customer Advocacy & Relationship Management:

• Act as the strategic partner for key clients, fostering deep and impactful relationships.
• Take charge of escalations and proactively resolve customer challenges.
• Implement proactive strategies to enhance customer satisfaction and retention.

Growth & Expansion:

• Collaborate with sales and product teams to drive account expansion and revenue growth.
• Identify opportunities for upselling and cross-selling, ensuring maximum client value.
• Develop account strategies to enhance client engagement and product adoption.

Data-Driven Customer Insights & Feedback:

• Gather, analyze, and leverage customer feedback to drive product and service improvements.
• Collaborate cross-functionally to refine processes and enhance overall customer experience.
• Establish metrics and KPIs to measure customer success and satisfaction effectively.

Product Adoption & Strategy:

• Guide clients through seamless product adoption, ensuring they maximize the value of our solutions.
• Develop playbooks, training programs, and best practices to improve customer engagement.
• Stay ahead of industry trends to continuously optimize customer success strategies.

Essential Qualifications

• Proven experience of 8+ years in Customer Experience or Account Management, preferably in a B2B SaaS environment.
• Strong leadership and strategic thinking skills with a track record of managing high-value accounts.
• Excellent communication, negotiation, and relationship-building abilities.
• Experience with CRM software and customer success tools to optimize client interactions.
• Data-driven mindset with a passion for improving customer journeys and business outcomes.
• Ability to work across different time zones and manage global customer accounts.

Preferred Qualifications

• Experience working in a global financial platform or a similar industry.
• Knowledge of global workforce management solutions and international payroll.
• Familiarity with arenaflex's products and services.
• Experience working with cross-functional teams to drive customer success and growth.

Work Environment & Company Culture

As a Manager, Customer Experience (APAC), you'll be part of a dynamic and collaborative team that's passionate about delivering exceptional customer experiences. You'll work in a fast-paced envi