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 and enhancing the overall customer experience. If you are a dynamic leader with a passion for customer success and a proven track record of driving growth and improvement, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading organization in the industry, dedicated to delivering exceptional customer experiences and driving business growth. Our company is built on a foundation of innovation, collaboration, and a commitment to excellence. We are passionate about creating a work environment that values individual contributions, fosters growth and development, and encourages innovation and leadership.
**Key Responsibilities**
As a Senior Manager, Customer Success, you will be responsible for leading our Customer Resolution Team, developing and implementing training programs to enhance the competencies of current associates, collaborating with Customer Operations Managers (COMs) to develop and deliver enhanced customer value bundles, and overseeing and ensuring the efficiency and prioritization of customer resolution processes. You will also provide insights and recommendations based on data analysis to improve the overall customer experience and manage day-to-day operations, including Sales support, MyCoke platform, The McDonald's Division (TMD), and Tradeshow support.
**Key Responsibilities:**
* Lead the Customer Resolution Team: Provide leadership and direction to our Customer Resolution associates to ensure effective resolution of customer issues.
* Upskill Associates: Develop and implement training programs to enhance the competencies of current associates and prepare them for additional responsibilities.
* Enhance Customer Value: Collaborate with COMs to develop and deliver enhanced customer value bundles.
* Operational Efficiency: Oversee and ensure the efficiency and prioritization of customer resolution processes.
* Data-Backed Insights: Provide insights and recommendations based on data analysis to improve the overall customer experience.
* Day-to-Day Operations Oversight: Manage daily operations, including Sales support, MyCoke platform, The McDonald's Division (TMD), and Tradeshow support.
**Qualifications**
To be successful in this role, you will need to possess a 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. You will also need to have strong analytical and problem-solving skills, with a focus on process improvement, and experience with implementing and managing technology-driven solutions. Excellent communication and interpersonal skills are also essential.
**Preferred Skills**
* Familiarity with customer contracts and service level agreements
* Proficiency in using contact center software and tools
**Working Conditions**
This position may require occasional travel to various customer locations and flexibility in working hours to oversee contact center operations across different time zones.
**What We'll Do for You**
* Provide a challenging and fulfilling role at the heart of our global supply chain operations, complete with a competitive remuneration package.
* Offer opportunities for professional development in a company that encourages growth, innovation, and leadership.
* Cultivate a work environment that values collaboration, individual contributions, and the delivery of quality results.
* Ensure you have the resources and support required to make substantial impacts, achieving both personal and professional milestones with us.
**Skills**
* Influencing
* Organization
**Pay Range**
$114,000 - $139,000
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
**Annual Incentive Reference Value Percentage**
15
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range 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. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at arenaflex.
**Equal Opportunity Employer**
We are an Equal Opportunity Employer and do 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. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.
**Are You the One We're Looking For?**
If you believe you have what it takes, submit your application without delay. We are keen to hear from talented candidates like you.