Experienced Senior Manager, Customer Success, Contact Center – Driving Customer Satisfaction and Operational Excellence at arenaflex

Job Summary:

We are seeking a seasoned and results-driven Senior Manager, Customer Success, to lead our Customer Resolution Team at arenaflex. As a key member of our organization, you will play a vital role in ensuring customer satisfaction by overseeing the resolution of customer issues, enhancing the overall customer experience, and driving operational efficiency. If you are a strategic thinker with a passion for customer-centricity, leadership, and process improvement, we encourage you to apply for this exciting opportunity.

About arenaflex:

arenaflex is a leading global organization that is committed to delivering exceptional customer experiences across various industries. Our company culture is built on the principles of innovation, collaboration, and continuous learning, and we are dedicated to fostering a work environment that values individual contributions, teamwork, and growth. With a rich history spanning over 130 years, we have established ourselves as a trusted partner for businesses and customers alike.

Key Responsibilities:

As a Senior Manager, Customer Success, you will be responsible for leading our Customer Resolution Team, which includes:

Lead the Customer Resolution Team:

Provide strategic direction and leadership to our Customer Resolution associates to ensure effective resolution of customer issues, enhance customer satisfaction, and drive operational efficiency.

Upskill Associates:

Develop and implement training programs to enhance the competencies of current associates and prepare them for additional responsibilities, ensuring they are equipped to handle complex customer issues.

Enhance Customer Value:

Collaborate with Customer Operations Managers (COMs) to develop and deliver enhanced customer value bundles, driving revenue growth and customer loyalty.

Operational Efficiency:

Oversee and ensure the efficiency and prioritization of customer resolution processes, identifying areas for improvement and implementing process enhancements.

Data-Backed Insights:

Provide data-driven insights and recommendations to improve the overall customer experience, leveraging analytics and data analysis to inform business decisions.

Day-to-Day Operations Oversight:

Manage daily operations, including Sales support, MyCoke platform, The McDonald's Division (TMD), and Tradeshow support, ensuring seamless execution and customer satisfaction.

Qualifications:

To be successful in this role, you will need:

Minimum of 3-5 years of experience

in contact center operations and/or customer operations management, with a proven track record of leading and managing teams.

Strong analytical and problem-solving skills

, with a focus on process improvement and data-driven decision-making.

Experience with implementing and managing technology-driven solutions

, including contact center software and tools.

Excellent communication and interpersonal skills

, with the ability to build strong relationships with customers, colleagues, and stakeholders.

Preferred Skills:

*

Familiarity with customer contracts and service level agreements

, ensuring compliance and effective issue resolution.

Proficiency in using contact center software and tools

, including CRM systems and analytics platforms.

Working Conditions:

This role may require occasional travel to various customer locations, as well as flexibility in working hours to oversee contact center operations across different time zones.

What We'll Do for You:

As a Senior Manager, Customer Success, you can expect:

A challenging and fulfilling role

at the heart of our global supply chain operations, complete with a competitive remuneration package.

Opportunities for professional development

in a company that encourages growth, innovation, and leadership.

• A work environment that values collaboration, individual contributions, and the delivery of quality results.

The resources and support required

to make substantial impacts, achieving both personal and professional milestones with us.

Skills:

*

Influencing:

Ability to influence and motivate teams to achieve customer-centric goals.

Organization:

Strong organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines.

Pay Range:

The base pay offered for this role is $114,000 - $139,000, with a full range of medical, financial, and/or other benefits dependent on the position.

Annual Incentive Reference Value Percentage:

15

Annual Incentive reference value

is a market-based competitive value for your role, indicating performance at target.

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive, and agile - and value how we work as much as what we achieve.

Equal Opportunity Employer:

arenaflex is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Apply Now:

If you are a motivated and results-driven professional with a passion for customer-centricity and leadership, we encourage you to apply for this exciting opportunity. Visit our website to learn more about arenaflex and our company culture, and submit your application today! Apply for this job