Experienced Senior Manager/Director - Customer Centric Engineering – Web & Cloud Application Development
At arenaflex, we're revolutionizing the way businesses interact with their customers, and we're looking for a seasoned leader to join our team as a Senior Manager/Director - Customer Centric Engineering. As a critical escalation point for challenging customer-impacting incidents, you'll be responsible for leading a team of engineers to investigate, reproduce, and diagnose complex technical issues, ensuring the continued success of our large customer base.
About arenaflex
arenaflex is the Customer Company, inspiring the future of business with AI, Data, and CRM. We're a global leader in cloud-based software, empowering companies across every industry to blaze new trails and connect with customers in a whole new way. Our core values drive us to be a force for good, and we're committed to creating a workforce that reflects society through inclusive programs and initiatives.
Job Summary
As a Senior Manager/Director - Customer Centric Engineering, you'll be responsible for leading a team of engineers to achieve objectives, including the attainment of targets for resolution time and customer satisfaction. You'll be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals. You'll also build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support.
Responsibilities
* Lead a team of CCE Availability engineers to achieve objectives, including the attainment of targets for resolution time and customer satisfaction
- Be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals
- Build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support
- Be an ambassador for Customer Trust and drive accountability through influence
- Quarterback highly visible, critical technical escalations ensuring timely and complete resolution
- Lead cross-functional efforts to solve for the root cause
- Inspire trust and confidence in arenaflex when communicating with customers
- Drive cross-departmental critical initiatives identified in partnership with various stakeholders such as Technical Support, Software Engineering, and Infrastructure
Requirements
* 8+ years of experience in product management, software engineering, technical support, or a similar technical role
- 3+ years of people management experience
- The ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated, and informed
- Deep empathy for the customer mindset; think customer-first and effectively prioritize and escalate customer issues as required
- Outstanding interpersonal skills conducive to collaboration and building bridges across organizational boundaries, including at the executive and C-level
- Ability to thrive in a dynamic, fast-paced environment where you must execute at both the strategic and tactical level, and have fun while doing what it takes to get things done!
- Familiarity with the database, application, and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
- BA/BS Degree (or equivalent) in a technical field
What We Offer
* Competitive salary range: $200,800 to $334,600
- Opportunity to work with a global leader in cloud-based software
- Collaborative and dynamic work environment
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) matching program
- Paid time off and holidays
- Professional development opportunities
- Flexible work arrangements, including remote work options
How to Apply
If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
Equal Employment Opportunity
arenaflex is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
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Posting Statement
At arenaflex, we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We're committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com. Apply for this job