Senior Manager, Customer Service and Success – Technical Support and Customer Experience Leadership at arenaflex

Introduction to arenaflex arenaflex is a pioneering force in the home security industry, dedicated to providing innovative, camera-based solutions that protect homes and loved ones. With a strong commitment to customer obsession, we strive to deliver exceptional experiences through our world-class products and services. As a leader in our field, we are seeking an experienced and visionary Senior Manager of Customer Service to join our dynamic team. This pivotal role will lead our Customer Success team, driving strategic direction to ensure seamless and exceptional customer experiences. About the Role In this critical position, you will spearhead the strategy and execution for the Customer Success team, focusing on delivering frictionless support and enabling customer satisfaction. You will collaborate closely with cross-functional teams, including Product, Engineering, and other departments, to advocate for customer needs and enhance the overall product experience. Your expertise will be instrumental in identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model. Key Responsibilities Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence Use data-driven insights to make informed decisions and implement proven customer success best practices Represent the voice of the customer and serve as a strategic partner to key stakeholders Measure, achieve, and communicate agreed-upon key performance indicators Understand and address customer experience outliers in real-time Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience Essential Qualifications To excel in this role, you will need: 10+ years of experience managing Contact Center Technical support teams for consumer products 10+ years of experience managing Customer Success teams within a tech company, for consumer products A proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives Excellent communication skills, both verbal and written, with the ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) Fluent in Spanish, both written and verbal Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports Demonstrated track record of building teams and designing processes to improve customer experience Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment Preferred Qualifications While not required, the following qualifications are highly desirable: Experience working in a similar industry or with similar products Familiarity with AI and machine learning technologies Knowledge of customer experience design principles and methodologies Experience with agile development methodologies Certifications in customer service, customer experience, or related fields Skills and Competencies To succeed in this role, you will need to possess: Strategic thinking : Ability to develop and execute strategic plans to drive customer success and business objectives Leadership skills : Proven ability to lead and motivate high-performing teams, with a focus on customer obsession and excellence Communication skills : Excellent verbal and written communication skills, with the ability to influence and collaborate with cross-functional teams Analytical skills : Ability to analyze data and make informed decisions to drive customer success and business objectives Problem-solving skills : Ability to identify and address customer experience outliers in real-time, with a focus on resolving issues efficiently and effectively Collaboration skills : Ability to work closely with cross-functional teams, including Product, Engineering, and other departments, to advocate for customer needs and enhance the overall product experience Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Senior Manager of Customer Service, you will have access to: Professional development opportunities : Training and development programs to enhance your skills and knowledge in customer service, customer experience, and leadership Career advancement opportunities : Opportunities to advance your career within the company, with a focus on leadership and management roles Mentorship programs : Mentorship programs to help you develop your skills and knowledge, with a focus on customer obsession and excellence Industry conferences and events : Opportunities to attend industry conferences and events, with a focus on customer service, customer experience, and technology Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and fast-paced work environment. Our company culture is built on the following principles: Customer obsession : We are committed to delivering exceptional customer experiences, with a focus on customer satisfaction and loyalty Innovation and excellence : We strive for innovation and excellence in everything we do, with a focus on continuous improvement and growth Collaboration and teamwork : We believe in the power of collaboration and teamwork, with a focus on cross-functional teams and partnerships Diversity and inclusion : We are committed to diversity and inclusion, with a focus on creating a workplace that is welcoming and inclusive to all employees Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, with a focus on rewards and recognition for outstanding performance. Our perks and benefits include: Competitive salary : A competitive salary, with opportunities for bonuses and rewards Comprehensive benefits package : A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans Flexible work arrangements : Flexible work arrangements, including remote work options and flexible hours Professional development opportunities : Opportunities for professional development, including training and development programs, mentorship programs, and industry conferences and events Conclusion If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Senior Manager of Customer Service at arenaflex, you will have the chance to lead a high-performing team, drive strategic direction, and make a real impact on our customers' lives. Don't miss out on this opportunity to join our dynamic team and take your career to the next level. Apply now to become a part of our customer-obsessed team and help us deliver exceptional customer experiences that exceed our customers' expectations. Apply for this job