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

At arenaflex, we're revolutionizing the home security industry with our cutting-edge camera-based solutions, empowering customers to protect their homes and loved ones with confidence. As a leading provider of innovative security products, we're seeking an exceptional Senior Manager of Customer Service to join our dynamic Customer Service organization. In this pivotal role, you'll lead our Customer Success team, driving strategic direction to ensure our customers experience seamless, exceptional interactions with our world-class products and services. **About arenaflex** arenaflex is a pioneering force in the home security industry, dedicated to delivering exceptional customer experiences through outstanding service and customer obsession. Our Customer Service team is the heartbeat of our organization, working tirelessly to delight our customers and improve their experience with our products. 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 we deliver against our promise of exceptional service. **Key Job Responsibilities** As the Senior Manager of Customer Success, you'll play a central role in shaping the strategic direction of our Customer Success team, driving operational and organizational efficiency, and maximizing the end-to-end customer experience. 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 will be 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 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 through outstanding service and customer obsession. We're a dynamic and fast-paced team, working together to delight our customers and improve their experience with our products. As the Senior Manager of Customer Success, you'll be part of a collaborative and innovative team, driving strategic direction and 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 **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to investing in our employees' growth and development. As a Senior Manager of Customer Success, you'll have access to a range of learning opportunities, including: * Regular training and development programs to enhance your skills and knowledge * Mentorship and coaching from experienced leaders within the organization * Opportunities to collaborate with cross-functional teams and contribute to strategic initiatives * A dynamic and supportive work environment that encourages innovation and creativity **Work Environment and Company Culture** arenaflex is a dynamic and fast-paced organization, committed to delivering exceptional customer experiences through outstanding service and customer obsession. Our company culture is built on a foundation of innovation, collaboration, and customer-centricity. As a Senior Manager of Customer Success, you'll be part of a team that's passionate about making a difference in the lives of our customers. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * A salary that reflects your experience and qualifications * A comprehensive benefits program, including medical, dental, and vision coverage * A 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for professional development and growth **How to Apply** If you're a motivated and customer-focused 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 qualifications and experience. We can't wait to hear from you! Join our team and be part of something amazing! At arenaflex, we're committed to creating a diverse and inclusive workplace, where everyone has the opportunity to thrive. We're an equal opportunity employer and welcome applications from candidates of all backgrounds. Why arenaflex? arenaflex is a pioneering force in the home security industry, dedicated to delivering exceptional customer experiences through outstanding service and customer obsession. Our company culture is built on a foundation of innovation, collaboration, and customer-centricity. What we offer: A dynamic and fast-paced work environment Opportunities for professional development and growth A comprehensive benefits program A competitive salary and bonus structure A 401(k) retirement plan with company match Paid time off and holidays How to apply: To apply for this exciting opportunity, please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply now and be part of our team! Don't miss out on this opportunity to join a dynamic and innovative team, committed to delivering exceptional customer experiences. Apply now and be part of something amazing! Apply for this job