At arenaflex, we're revolutionizing the way behavioral healthcare and human services are delivered, and we're looking for a talented Customer Success and Implementation Specialist to join our team. As a key member of our HHS team, you'll play a critical role in building relationships with state and regional child welfare agencies, ensuring customer success, and driving growth in the value of each account.
**About arenaflex**
arenaflex is a cutting-edge software platform using AI to transform the next generation of behavioral healthcare and human services training, assessment, automation, and improvement. Our mission is to make health and well-being a basic human right, and we're committed to designing clinical, evidence-based technologies that maximize therapists, counselors, coaches, and caseworkers' ability to help their clients and patients at scale.
**Our Vision**
We're a diverse team of innovators, researchers, and experts in natural language processing, machine learning, psychotherapy research, clinical assessment, and behavioral coding. Our founders, all Ph.D.-level psychologists and data scientists, are actively involved in the day-to-day business, and you'll have the opportunity to work closely with them. We're passionate about creating products that serve people from all walks of life, and we're committed to inclusion and diversity.
**Job Summary**
As a Customer Success and Implementation Specialist, you'll be responsible for building relationships with state and regional child welfare agencies, ensuring customer success, and driving growth in the value of each account. You'll work closely with our team to identify gaps or potential gaps in customer and account management processes, ensure customer feedback and input are addressed, and manage multiple customer relationships and priorities.
**Key Responsibilities**
* Utilize arenaflex's implementation framework with state and county agencies and contracted service providers as they implement arenaflex in their organizations
* Orient and onboard new customers to arenaflex's products, providing education on how Lyssn tools will be utilized to support and benefit their work
* Develop resources to support customers utilizing arenaflex
* Discuss and guide best practices for using arenaflex in complicated and dynamic implementation projects, specifically as it relates to evidence-based practices and FFPSA
* Gain expert knowledge of arenaflex's products and their value proposition in HHS
* Establish strong, open relationships with agency administrators, customer leadership, and project stakeholders
* Collaborate with internal sales team to ensure smooth handoffs from prospective to established customer
* Utilize internal project management and CRM tools to track customer deliverables and associated tasks, and document activities
* Manage multiple customer relationships and priorities, thinking strategically about customer relationships with an eye towards retention and expansion
**Requirements**
* 5+ years in Child Welfare or related fields, including experience working in or with high-level state or local government agency administrators and/or as front-line staff
* Experience in one or more of the following areas:
+ Managing projects or implementations of new initiatives in social services settings
+ Health and human services workforce training
+ Implementation science, large-scale EBP adoption, program evaluation, and fidelity monitoring processes
+ Basic knowledge of FFPSA and its relevance to child welfare
+ Tech-savvy with the ability to learn new technology and online tools quickly
+ A strong understanding of the technical language used by Child Welfare professionals
+ Enthusiasm for talking about how technology can solve problems for public sector customers
+ Basic, high-level understanding of SACWIS/CCWIS systems
+ Experience with and understanding of public sector customers
+ Experience communicating effectively with diverse stakeholders, including customers and key process stakeholders
+ Clear and polished communication skills
+ Natural ability to collaborate and work with cross-functional teams
+ Proven reliability and flexibility to work independently, demonstrating a high degree of organizational skills and attention to detail
+ Technically adept, self-motivated, and driven by results
**Desired Skills and Qualifications**
* Strong preference given to candidates with experience in or working with California social service systems
* Prior customer success or SaaS experience
* Experience working with HubSpot (or similar CRM platform)
**Salary and Benefits**
* Target total compensation for this position is $80,000 to $120,000, depending on experience, with 20% of that salary determined by retention and commissions
* New arenaflex employees are granted stock options (subject to board approval)
* Comprehensive benefits package, including insurance, medical, dental, vision, life/AD&D, long-term disability, excepted benefit health reimbursement arrangement (EBHRA) or health savings account (HSA), employee assistance program, 401(k) retirement plan, paid leave, corporate matching charitable giving program, internet and home office stipend, and professional development opportunities
**How to Apply**
If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to fair employment practices regarding citizenship.