Senior Manager, Customer Success and Experience – Leading Customer Service Organization at arenaflex

Introduction to arenaflex arenaflex, a pioneering force in the realm of camera-based home security solutions, is on a mission to revolutionize the way we protect our homes and loved ones. With a relentless focus on innovation and customer satisfaction, we are seeking an exceptional Senior Manager of Customer Service to join our vibrant and dynamic Customer Service organization. As a key member of our team, you will play a pivotal role in shaping the strategic direction of our Customer Success team, ensuring that our customers enjoy a seamless and exceptional experience with our world-class products and services. About the Role In this critical role, you will spearhead the strategy and execution for the Customer Success team, driving the delivery of 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, enhance the overall product experience, and influence the product roadmap. 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 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 will start your day by reviewing customer service metrics and identifying areas for improvement. You will then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you will collaborate closely with cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. About the Team arenaflex is dedicated to providing customers with affordable products that protect their homes and loved ones. Our Customer Service team delights our customers and improves their experience with our products through outstanding service and customer obsession. As the Senior Manager of Customer Success, you will report directly to arenaflex's Head of Customer Service and lead the Customer Success team within our Customer Service organization, 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 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.) 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 are committed to the growth and development of our employees. As a Senior Manager of Customer Success, you will have access to a wide range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the chance to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer experiences. Work Environment and Company Culture arenaflex is a dynamic and innovative company that values diversity, inclusion, and customer obsession. Our work environment is fast-paced and collaborative, with a focus on teamwork, creativity, and problem-solving. We believe in empowering our employees to take ownership of their work and to make decisions that drive customer success. As a member of our team, you will be part of a culture that is dedicated to delivering exceptional customer experiences and to making a positive impact on the lives of our customers. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including a salary, bonus, and benefits. Our benefits package includes medical, dental, and vision insurance, as well as a 401(k) plan and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. As a member of our team, you will have the opportunity to work with a talented and dedicated group of professionals who are passionate about delivering exceptional customer experiences. Conclusion If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Senior Manager of Customer Success at arenaflex, you will have the chance to make a real difference in the lives of our customers and to be part of a dynamic and innovative company that is dedicated to customer obsession. Don't miss out on this opportunity to join our team and to take your career to the next level. Apply now and become a part of the arenaflex family! Apply for this job