**Senior Manager, Customer Service – Customer Obsession at arenaflex**

**Join arenaflex, a leading provider of camera-based home security solutions, in revolutionizing the customer experience. As a Senior Manager of Customer Service, you will lead our dynamic Customer Service organization and play a pivotal role in shaping the future of customer success at arenaflex.** **About arenaflex** arenaflex is a pioneering company in the home security industry, dedicated to providing customers with affordable, innovative products that protect their homes and loved ones. Our mission is to deliver exceptional customer experiences, and we're committed to building a culture of customer obsession and excellence within our organization. As a Senior Manager of Customer Service, you will be at the forefront of this mission, leading our Customer Success team and driving strategic initiatives to ensure our customers have a seamless, exceptional experience with our world-class products and services. **A Day in the Life** As the Senior Manager of the Customer Success team at arenaflex, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You'll streamline processes, optimizing resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, recognizing achievements, and providing coaching to your team. **Key Responsibilities** As the Senior Manager of Customer Success, you will play a central part in identifying and driving the changes necessary to improve operational and organizational efficiency. Your key responsibilities will include: * Spearheading the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction * Collaborating closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience * Identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model * Building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence * Using data-driven insights to make informed decisions and implement proven customer success best practices * Representing the voice of the customer and serving as a strategic partner to key stakeholders * Measuring, achieving, and communicating agreed-upon key performance indicators * Understanding and addressing customer experience outliers in real-time * Leading and inspiring a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership * Collaborating directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience **About the Team** The Customer Success team at arenaflex delights our customers and improves their experience with our product through outstanding service and customer obsession. As the Senior Manager of Customer Success, you will report directly to the Head of Customer Service and lead the Customer Success team within our CS org, ensuring we deliver against our promise of exceptional service. **Basic Qualifications** * 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 * Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives * Excellent communicator, both verbally and written, with an 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.) **Preferred Qualifications** * 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 **Work Environment and Company Culture** arenaflex is committed to creating a diverse and inclusive workplace, where everyone feels valued and empowered to contribute. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We're proud to offer a dynamic and supportive work environment, with opportunities for growth and development, and a culture that values customer obsession, innovation, and excellence. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including a salary, benefits, and perks that reflect our commitment to our employees' well-being and success. We're proud to offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a fun and dynamic work environment. **How to Apply** If you're a motivated and results-driven leader, passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your experience, skills, and qualifications, and why you're the ideal candidate for this role. We can't wait to hear from you! **Apply Now** Apply Job! Apply for this job