Experienced Full Stack Customer Success Manager – Public Sector Contact Center Integration

At arenaflex, we're not just a consulting firm – we're a team of problem solvers, industry experts, and passionate individuals dedicated to helping our clients achieve their mission. We believe in solving problems with our clients, not for them. Our outcomes-focused approach combines data analytics, technology solutions, digital transformation, and more to drive success for organizations, people, and communities. As a key member of our Contact Center Integration Business Unit, we're seeking an experienced Full Stack Customer Success Manager to lead client relationships and project delivery across state and local government agencies. If you have a proven track record of managing complex, multi-vendor contact center integrations and can confidently guide clients through the implementation of intelligent, AI-powered contact center solutions, we want to hear from you.

About arenaflex

arenaflex is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. Originally founded in Indianapolis in 2008, we now employ over 450 team members who operate remotely and from offices and hubs around the United States. Our team is dedicated to solving big problems, serving lots of clients, and delivering transformative outcomes.

Job Description

As a Full Stack Customer Success Manager, you will be responsible for leading end-to-end project execution for Cisco UCCE migrations, enhancements, and integrations with Google CCAI, IVR/NLP systems, and back-end applications. You will serve as the primary point of contact for public sector clients, ensuring alignment across stakeholders, technical teams, and project goals.

Key Responsibilities:

* Serve as the primary point of contact for public sector clients, ensuring alignment across stakeholders, technical teams, and project goals.

• Lead end-to-end project execution for Cisco UCCE migrations, enhancements, and integrations with Google CCAI, IVR/NLP systems, and back-end applications.
• Manage government technology projects in compliance with procurement, privacy, and regulatory requirements.
• Understand the client's business intimately, their organizational structure, KPIs, strategies, technical capital, and human capital, financial considerations, etc.
• Understand the client's technological landscape including relevant software, hardware, technical debt, risk aversion, velocity and proclivity towards change, etc.
• Oversee project scope, timelines, budgets, and risk management activities to ensure successful delivery.
• Facilitate client onboarding, business requirements gathering, UAT, and transition to operations.
• Partner with engineers, solution architects, and delivery leads to drive solution quality and client satisfaction.
• Conduct regular client reviews, provide executive updates, and maintain proactive communication to track client success metrics.
• Identify expansion opportunities and support sales and proposal teams with scoping and estimating future phases or services.
• Track client opportunities and maintain opportunities within our CRM.

Qualifications:

* 5+ years of experience in client success, project management, or technical consulting, preferably in contact center integration.

• Strong understanding of Cisco UCCE (Unified Contact Center Enterprise) platform, including ICM scripting, CVP, and Finesse.
• Hands-on experience or oversight of Google CCAI solutions, including Dialogflow CX, Agent Assist, and conversational AI use cases.
• Experience working with government clients (state/local or federal) and familiarity with public sector procurement and delivery practices.
• Proven success managing multi-phase implementation projects, including timelines, budgets, and cross-functional teams.
• Exceptional client relationship and stakeholder management skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, and project management software.
• Excellent communication and interpersonal skills, with a high level of professionalism and confidentiality.
• Strong strategic thinking and problem-solving abilities.
• Strong analytical skills and a demonstrated ability to troubleshoot problems.
• 5+ years of experience leading client engagements.
• Ability to explain just about anything technical to anyone, regardless of their background.
• Demonstrated ability working in a teaming/collaborative environment.
• Must be willing to travel as needed (approximately 1–2 times per month) to Columbus, OH.
• Must be legally authorized to work in the United States for any employer without sponsorship.

What We Offer:

* A dynamic and collaborative work environment with a team of passionate and dedicated professionals.

• Opportunities for career growth and professional development.
• A comprehensive benefits package, including unlimited vacation, significant 401k contributions, and opportunities to develop yourself.
• A culture of empathy, concern, and appreciation for our clients and team members.
• A commitment to delivering transformative outcomes and making a positive impact on our clients and communities.

What Our Team Members Say About Us:

* "I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like arenaflex."

• "I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team."
• "The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me."

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

How to Apply:

If you're a motivated and experienced professional looking to join a dynamic team of problem solvers and industry experts, please submit your application through our website. We can't wait to hear from you! Apply for this job