Experienced Customer Care and Delivery Manager – Driving Customer Satisfaction and Team Excellence at arenaflex

About arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a leading provider of innovative solutions in the energy industry, we're committed to fostering long-term relationships built on trust, reliability, and expertise. Our Customer Care and Delivery team plays a vital role in ensuring our clients receive the highest level of service, and we're seeking an experienced leader to join our team as a Customer Care and Delivery Manager.

Job Summary

We're looking for a seasoned Customer Care and Delivery Manager to oversee our Customer Care and Delivery department, working closely with Product Managers, Application Support staff, and Customers to support the care and delivery needs of our clients. As a key member of our team, you'll be responsible for driving performance improvements, expanding our team's ability to serve customers, and identifying new opportunities within current clients.

Key Responsibilities

As a Customer Care and Delivery Manager at arenaflex, you'll be responsible for:

Customer Care Operations

* Formalize Customer Care metrics to measure performance and drive continuous improvement * Capture Customer Care metrics accurately and track progress * Regularly communicate results to executives, staff, and other involved team members * Manage results accordingly to ensure high levels of customer satisfaction

Delivery Operations

* Resource management and assignment to projects to ensure timely delivery * Tracking delivery project status for team members and escalating project risks to appropriate internal management * Managing and mitigating project delivery risk to ensure successful project outcomes * Reporting delivery status, especially with regards to payment milestones, to executive management

Team Leadership and Development

* Effectively manage the Customer Care and Delivery teams to expand their ability to serve customers * Provide training on industry topics and usage of arenaflex's products to enhance team skills and knowledge * Provide timely responses to team members, Project Managers, and Account Coordinators to address time-sensitive customer issues

New Business Opportunities

* Work with the Customer Care team to identify new opportunities within current clients and coordinate with the Commercial Manager to execute on those opportunities * Work with the Delivery team to identify interest and/or opportunities to introduce additional products, as well as to identify scope creep to manage project delivery risk

Qualifications

To be successful in this role, you'll need:

Essential Qualifications

* 8+ years of proven hands-on experience working as a Manager for customer service and/or product delivery departments, or as an arenaflex Energy Product Analyst * Proven experience in Resource Management * Strong leadership and team management skills * Excellent communication skills, both verbal and written * Ability to analyze data and use insights to drive continuous improvement * Strong problem-solving skills with a customer-first mindset * Proficiency with CRM software and customer service tools * Ability to work in a fast-paced environment and manage competing priorities * Solid working knowledge of all products in the Microsoft Office suite

Preferred Qualifications

* Strong knowledge of the energy industry, including an understanding of industry trends, challenges, and regulatory requirements

Supervisory Responsibilities

This position will supervise the Customer Care, Delivery, and Account Coordinators teams.

Work Environment

Travel is expected as required by the need to be on site with a customer.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and opportunities for career growth and professional development. We're committed to providing a work environment that's inclusive, diverse, and supportive of our employees' well-being.

How to Apply

If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.

Join the arenaflex Team

At arenaflex, we're committed to fostering a culture of innovation, collaboration, and customer-centricity. We're seeking talented individuals who share our values and are passionate about making a difference in the energy industry. If you're looking for a challenging and rewarding career opportunity, we invite you to join our team and be part of our mission to deliver exceptional customer experiences. Apply for this job