Director, Majors Customer Success Management – Cloud Contact Center Software Expertise
At arenaflex, we're revolutionizing the customer experience by harnessing the power of cloud innovation. As a leading provider of cloud contact center software, we're committed to delivering exceptional solutions that bring joy to our customers worldwide. Our team-first culture, built on the foundation of our core values, enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. We're seeking an experienced Director, Majors Customer Success Management to lead our team of Customer Success Managers. As a key member of our Customer Success organization, you'll be responsible for developing a team of direct reports in SaaS Customer Success, with a focus on driving business outcomes for an assigned deck of in-base customers. If you're a seasoned leader with a passion for customer success, we encourage you to apply to this exciting opportunity.
About the Role
As the Director, Majors Customer Success Management, you'll be responsible for leading a team of Customer Success Managers in driving business outcomes for our in-base customers. You'll develop and implement best practices for the Majors Customer Success program, ensuring that our customers achieve their desired outcomes from our solutions. Your team will be responsible for shepherding large, complex implementations through go-live and ramps, while maintaining strong, long-lasting customer relationships.
Key Responsibilities
* Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting arenaflex customers in maximizing their investment in arenaflex solutions.
- Anchor CSM performance to arenaflex's Global Customer Success OKR framework.
- Develop and implement best practices for the Majors Customer Success program while assisting your team in shepherding large, complex implementations through go-live and ramps.
- Develop and manage collaborative relationships with internal partners, including Professional Services, Sales, and arenaflex executive staff, to help streamline and accelerate onboarding of these customers.
- Build and maintain strong, long-lasting customer relationships, including trusted advisor relationships with key customer stakeholders and executive sponsors, ensuring team alignment with customer's business goals and objectives.
- Develop the team's understanding of arenaflex's products, services, and support processes, understanding customer business goals and objectives, and ensuring arenaflex solutions deliver desired outcomes for our in-base customers.
- Execute on existing and develop new strategies to reduce customer churn and increase customer lifetime value.
- Participate in de-escalation calls in support of the CEM and overall project team to ensure that clients understand challenges and how to work around them.
- Ability to recruit and retain "A" players to build highly effective teams.
- Provide strong operational management, reporting, and team skills for managing both a team and customer base.
Requirements
* 10+ years of experience in customer success for a technology company.
- 5+ years managing a team.
- Leadership experience with the capacity to influence, experience in hiring, mentoring, training, and motivating high-performing teams.
- Proactive mentality, with the foresight to intervene and provide support to CSMs as needed.
- Strong knowledge of contact center or related SaaS technology.
- Strong account planning and management skills, including mature negotiation skills.
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.
- Experience in delivering client-focused solutions based on customer needs.
- Ability to discuss, understand, and work within complex projects and processes.
- Proven ability to manage multiple projects at a time while paying strict attention to detail.
- Excellent listening, negotiation, and presentation skills.
- Excellent verbal and written communications skills.
- Must be self-directed and self-motivated.
- Superior professional presence and business acumen.
- Ability to travel up to 50% of the time.
- BS degree or equivalent.
What We Offer
At arenaflex, we're committed to providing a comprehensive compensation package that includes:
- A competitive base salary range of $112,600 - $174,400 USD.
- An annual performance bonus.
- Stock and/or other applicable incentive compensation plans.
- Health, dental, and vision coverage, beginning on the first day of employment.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off, Company-paid holidays, paid volunteer hours, and 12 weeks paid parental leave.
Why Join arenaflex?
At arenaflex, we're passionate about delivering exceptional customer experiences that bring joy to our customers worldwide. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills, and we're dedicated to fostering an inclusive environment that empowers our employees to be their authentic selves. If you're a seasoned leader with a passion for customer success, we encourage you to apply to this exciting opportunity.
How to Apply
If you're a motivated and experienced leader with a passion for customer success, we encourage you to apply to this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you! Apply for this job