Experienced Senior Director - Customer Success Strategy for arenaflex
**Rewritten Job Description:**
Join arenaflex and Shape the Future of Customer Success
At arenaflex, we're revolutionizing the way we connect and serve our customers. As a leading provider of technology and communications services, we're committed to delivering exceptional experiences that exceed our customers' expectations. We're seeking an experienced Senior Director - Customer Success Strategy to join our team and help us shape the future of customer success.
About arenaflex
Arenaflex is a human network that reaches across the globe, working behind the scenes to anticipate, lead, and listen. We believe that listening is where learning begins, and we strive to make a positive impact on our communities and the world. If you're fueled by purpose and powered by persistence, we invite you to explore a career with us.
About the Role
The Senior Director - Customer Success Strategy will be responsible for building a strategy that enables a best-in-class, customer-centric sales and service experience. This vital position provides an excellent opportunity to directly and positively impact the Customer Experience and to develop new options for how we interact with our customers in the future.
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, including Service, E2E Case Management, Premium Experience, Accelerate AI, Partner Evolution, and 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.
- Collaborate cross-functionally with teams including Operations, Marketing, Finance, GTS, HR, and cross arenaflex business units to accomplish goals.
- Collaboration with all Customer Success leaders to develop and deliver on our defined strategy while ensuring alignment on priorities and requirements across the channel.
- Maintain awareness of decisions where SVP/VP's are in the critical path and facilitate the decision-making process. Raise critical issues with leadership to ensure efficient workflow.
- Lead an integrated long-range planning process for the organization to enable predictability of key meetings, planned events, and attainment of key organizational milestones.
- Work closely with SVP's Executive Assistant to remain apprised of/schedule upcoming SVP commitments as they relate to channel strategy.
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.
About the Work Environment
In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.
About arenaflex's Benefits
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At arenaflex, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.
Our benefits are designed to help you move forward in your career, and in areas of your life outside of arenaflex. From health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package.
For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
Compensation Range:
If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island, or Washington work location, the compensation range for this position is between $192,000.00 and $357,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.
Apply Now!
Ready to join arenaflex and shape the future of customer success? Apply now to become a part of our dynamic team!