Join arenaflex, a leading provider of innovative technology solutions, as we seek an experienced Full Stack Customer Success Strategy Director to lead our Customer Success team in delivering exceptional sales and service experiences to our customers. As a key member of our leadership team, you will be responsible for building and executing a comprehensive customer success strategy that drives business growth, improves customer satisfaction, and enhances our reputation as a trusted partner.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that is committed to delivering cutting-edge technology solutions that transform the way we live and work. Our team of experts is passionate about innovation, customer satisfaction, and making a positive impact on our communities. We believe that our employees are our greatest asset, and we strive to create a collaborative, inclusive, and supportive work environment that fosters growth, learning, and success.
**Job Summary**
As a Full Stack Customer Success Strategy Director, you will be responsible for developing and executing a comprehensive customer success strategy that aligns with arenaflex's business goals and objectives. You will lead a high-performing team of customer success professionals who are dedicated to delivering exceptional sales and service experiences to our customers. Your primary responsibilities will include:
* Developing and executing a customer success strategy that drives business growth, improves customer satisfaction, and enhances our reputation as a trusted partner
* Leading a team of customer success professionals who are responsible for delivering exceptional sales and service experiences to our customers
* Collaborating with cross-functional teams, including sales, marketing, and product development, to ensure alignment and effective execution of customer success initiatives
* Analyzing customer data and feedback to identify trends, opportunities, and areas for improvement
* Developing and implementing process improvements that enhance customer satisfaction and drive business growth
* Managing and developing a team of customer success professionals, including coaching, mentoring, and performance management
* Providing thought leadership and expertise on customer success best practices and industry trends
**Key Responsibilities**
* Own, develop, and execute the long-term strategic plan (3-5 years) for the Customer Success channel, determining our next stages of CS Evolution focused on improving our premium quality of service, driving increased sales/revenue, and optimizing our opex & capital
* Unify the holistic CS strategy with the current key strategic initiatives:
+ Service
+ E2E Case Management
+ Premium Experience
+ Accelerate AI
+ Partner Evolution
+ Operational Excellence
* Partner with senior/executive leaders - both within the Customer Success Organization as well as across arenaflex - to ensure alignment of the CS strategic long-range plan with the broader arenaflex strategic roadmap and operating model
* Provide critical thought leadership, innovation, and relevant research, context, and insight through internal & external sources and benchmarking
* Plan, lead, and drive analysis & solution development for key business/channel challenges to enable new growth, value, and efficiency opportunities
* Deliver concise storyline and strategy updates for CS SVP/VP's, as well as key executive leader updates and operational reviews including VLC/Board updates, ELT meetings, Channel Reviews, etc
* Lead a high-performing team of problem solvers from various disciplines who are committed to delivering a premium sales & service experience (2-3 AD's direct reports, total team of 14-15)
* Strong partnership with CS AVP's of Channel Development, Technology & Transformation, and Operations Support to ensure alignment with strategy, appropriate handoff of strategic projects for execution, and connection to appropriate key initiatives that are led by those teams.
**Ideal Qualities**
* Fearlessly creative: you've executed customer-centric project delivery end to end and understand the brand strategy, you're also comfortable presenting creative solutions and influencing partners and teams.
* Passionate about problem-solving: your naturally curious and have experience with turning data into insights and insights into actions while being able to let the numbers objectively tell a story at multiple levels
* Think strategically and act tactically: You have a track record of being able to set broad strategic goals and break them down into achievable steps that drive parallel impact to today and tomorrow.
* Resourceful and collaborative: You have worked across diverse teams seamlessly and have an innate ability to build cohesion that motivates people and drives initiatives forward even when differences arise.
* Self-Starter: you have ownership over your domain and think like an entrepreneur where you push ideas forward and have fun while doing it
* Flexible and open-minded: You can pivot in an environment of constantly shifting priorities. You are open-minded and focused on driving transformational change across the business while constantly absorbing new philosophies and best practices that can be integrated into the holistic plan.
**Requirements**
* Bachelor's degree (Masters preferred) or equivalent senior-level work experience
* Proven accomplishments in strategic planning and operational experience with large-scale projects
* Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution
* Proven track record of engagement and influence with all levels of the organization, including senior VPs
* Applied commercial and financial acumen with strong analytical and critical thinking skills
* Impeccable managerial, communication, and interpersonal skills
* Strong business acumen - including knowledge and understanding of wireless industry trends and key business drivers
* Strong knowledge of sales & service related call center operations (preferred)
* The ability to allocate decision making authority and task responsibilities to appropriate team members, utilizing team members time, skills and potential effectively
* Must have excellent communication and organizational skills, with proven ability to successfully communicate ideas and recommendations to all levels within the organization
* Strong logic, quantitative and analytical skills; deductive reasoning and problem solving skills
* Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information
* Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively
* Must be able to meet tight deadlines and have a strong customer focus
* Demonstrated ability to be flexible and work in a high-energy, dynamic and sometimes unstructured environment
**What We Offer**
* Competitive salary and bonus structure
* Comprehensive benefits package, including health, dental, and vision insurance
* 401(k) Savings Plan with company match
* Stock incentive programs
* Paid time off and parental leave
* Adoption assistance and tuition assistance
* Professional development opportunities and training
* Collaborative and inclusive work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you are a motivated and experienced professional who is passionate about delivering exceptional sales and service experiences to customers, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.