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

At arenaflex, we're revolutionizing the home security industry with our innovative camera-based solutions, empowering customers to feel safe and secure in their own homes. As a leading provider of cutting-edge home security products, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. We're now seeking an experienced and innovative Senior Manager of Customer Service to join our dynamic Customer Service organization and lead our Customer Success team in achieving this vision. **About arenaflex** arenaflex is a pioneering company in the home security industry, dedicated to providing customers with affordable, reliable, and innovative products that protect their homes and loved ones. Our Customer Service team is at the forefront of this mission, delighting our customers and improving their experience with our product through outstanding service and customer obsession. As the Senior Manager of Customer Success, you'll play a pivotal role in shaping the strategic direction of our Customer Success team and ensuring that our customers have a seamless, exceptional experience with our world-class products and services. **Key Responsibilities** As the Senior Manager of Customer Success, you'll be responsible for leading our Customer Success team 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 **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'll start your day by reviewing customer service metrics and identifying areas for improvement. You'll then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you'll collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. You'll also streamline processes, optimize 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. **About the Team** Our Customer Service team is dedicated to delivering exceptional customer experiences that exceed our customers' expectations. We're a dynamic and fast-paced team that's passionate about customer obsession and excellence. As the Senior Manager of Customer Success, you'll report directly to our Head of Customer Service and lead the Customer Success team within our CS org, ensuring that 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 **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Manager of Customer Success, you'll have access to a range of learning and development opportunities, including: - Regular training and development programs to enhance your skills and knowledge - Mentorship and coaching from experienced leaders - Opportunities to take on new challenges and responsibilities - A dynamic and supportive work environment that encourages collaboration and innovation **Work Environment and Company Culture** arenaflex is a dynamic and fast-paced company that's passionate about customer obsession and excellence. Our company culture is built on a set of core values that include: - Customer obsession: We're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. - Innovation: We're committed to innovation and continuous improvement, always looking for new ways to improve our products and services. - Collaboration: We're a team-oriented company that encourages collaboration and open communication. - Excellence: We're committed to excellence in everything we do, striving to be the best in our industry. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: - Salary: A competitive salary that reflects your experience and qualifications - Benefits: A comprehensive benefits package that includes health insurance, retirement savings, and paid time off - Perks: A range of perks and benefits, including flexible work arrangements, professional development opportunities, and a dynamic and supportive work environment **Conclusion** If you're a passionate and innovative leader who's committed to customer obsession and excellence, we want to hear from you. As a Senior Manager of Customer Success at arenaflex, you'll have the opportunity to lead our Customer Success team and drive the changes necessary to improve operational and organizational efficiency. Join our dynamic and fast-paced team and help us deliver exceptional customer experiences that exceed our customers' expectations. Apply now to become a part of our team and help us revolutionize the home security industry. Apply for this job