At arenaflex, we're passionate about empowering arts, culture, and live entertainment organizations to build lasting relationships with their audiences. As a leading digital marketing platform, we're committed to providing innovative solutions that help our clients succeed. We're now seeking an experienced Customer Experience & Account Specialist to join our team in South Carolina. This role is a unique blend of customer service, account management, and customer success, requiring a proactive, tech-savvy individual with a passion for the arts and culture industry.
**About arenaflex**
arenaflex is a cutting-edge digital marketing platform that's trusted by over 500 museums, theaters, and performing arts centers worldwide. Our platform empowers organizations to build lasting relationships with their audiences, and we're committed to providing exceptional customer experiences that drive success. Our team is passionate about the arts and culture industry, and we're dedicated to helping our clients achieve their business goals.
**Key Responsibilities**
As a Customer Experience & Account Specialist, you'll play a critical role in supporting our growing customer base. Your responsibilities will include:
* Providing daily support to customers through our support ticketing software via email, phone, and chat. Effectively address technical support requests and product questions.
* Onboarding new customers and providing training, education, and strategic guidance on how to use arenaflex to bring value to their venue.
* Providing accurate, helpful, and clear information to Product Development, Engineering, and other teams about bugs, issues, and customer suggestions using JIRA and other internal tools.
* Contributing to creating and maintaining helpful online help center content, training materials, social media posts, and video resources.
* Assisting in organizing, promoting, and hosting online and in-person customer events, including training sessions, webinars, and conferences.
* Engaging with customers regularly to foster strong relationships, identify opportunities for retention, and improve loyalty while supporting account management activities.
* Collaborating with team members in Sales, Marketing, and Product Development to align customer experience with business objectives.
* Assisting in monitoring customer satisfaction metrics and suggesting improvements to enhance customer experiences, as needed.
* Assisting with research, diagnosis, and resolution of email deliverability and other technical issues.
**Essential Qualifications**
To be successful in this role, you'll need:
* 3+ years of experience in customer service, account management, or a customer-facing role, preferably in SaaS, marketing, or MarTech.
* Professional background in the arts, culture, or live events industry (e.g., museums, theaters, performing arts centers, or similar organizations).
* Bachelor's degree in marketing, communications, arts administration, or related fields.
* Hands-on experience with marketing tools such as WordFly, MailChimp, Constant Contact, ActiveCampaign, or similar ESPs.
* Familiarity with tools such as Zendesk, Intercom, Help Scout, Freshdesk, JIRA, and CRM or ticketing systems such as Tessitura, Blackbaud, Centaman, Spektrix, Tixly, AudienceView, and others.
* Strong communication and interpersonal skills with a proactive, customer-first mindset.
* Proven success in customer satisfaction, retention, and account support.
* Experience working in a remote and multicultural team environment.
* Comfortable presenting, facilitating trainings, and representing arenaflex at virtual and in-person events.
* Ability to work 7:00am- 4:00pm EST and travel up to 20% of the time.
**Preferred Qualifications**
While not required, the following qualifications would be a plus:
* Experience working with email/SMS marketing, marketing automation, and other digital marketing tools.
* Familiarity with arenaflex's platform and services.
* Experience in the live events industry, including event production, marketing, and management.
* Certification in customer service, account management, or a related field.
**What's In It for You**
arenaflex offers a competitive compensation package, including:
* Starting hourly rate between $24.00 and $27.00, based on qualifications and experience.
* 100% of healthcare premiums for all employees, including Medical, Dental, Vision, Short- & Long-Term Disability, Flexible Spending Accounts, AD&D, Life Insurance, and 401k with employer match.
* Flexible remote work options, allowing you to contribute from any location.
* Annual celebrations for employees and family members to show love for arenaflexsters.
* Generous paid time off, an extended winter break, and recognition for 10 years of employment with a paid sabbatical.
* A commitment to work/life balance and a supportive team environment.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer that's committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment. arenaflex will not discriminate on the basis of race, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, physical or mental disability, age, or other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to
[email protected].
**Apply Now**
If you're a motivated, customer-focused individual with a passion for the arts and culture industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to
[email protected]. We can't wait to hear from you!