Experienced Full Stack Technical Manager – Customer Workflow Expert Services

Join arenaflex, a global market leader in innovative AI-enhanced technology, as we continue to transform the way organizations work. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower businesses to find smarter, faster, and better ways to work. As a Sr. Technical Manager, Customer Workflow Expert Services, you will lead a team of Business and Technical Consultants responsible for delivering high-quality work related to Customer Service, helping customers realize the value of their arenaflex investment.

About arenaflex

arenaflex is a visionary company that has been revolutionizing the way organizations work since 2004. Our journey began in sunny San Diego, California, and today, we stand as a global market leader, bringing innovative technology to over 8,100 customers, including 85% of the Fortune 500. Our purpose is to make the world work better for everyone, and we're committed to achieving this goal through our cutting-edge platform and exceptional customer service.

Job Description

Team Overview

The Customer Outcomes team at arenaflex helps customers achieve their business goals by providing prescriptive guidance. As part of this team, you will drive consumption, adoption, and customer satisfaction, helping customers realize the value of their arenaflex investment.

Role Overview

As a Sr. Manager, Customer & Industry Workflow, you will lead a team of Business and Technical Consultants responsible for delivering high-quality work related to Customer Service. This includes consultation, advisory, implementation, and configuration work for arenaflex Customer Service products.

Key Responsibilities

* Provide technical leadership to Consultants, Customers, and Partners, often in a billable capacity.

• Hire, enable, develop, and manage high-performing experts who consult, implement, and configure arenaflex Customer Service Delivery products.
• Support Sales Teams in sales pursuits to ensure customer outcomes are achieved.
• Partner with internal teams to support enablement with training, product management, and best practices.
• Serve as a Steering Committee member on engagement projects focused on delivering successful customer outcomes.
• Manage and prioritize multiple complex initiatives.
• Promote continuous improvement practices for delivery and engagement materials.

Key Performance Measurements

* Professional services business metrics (budgets, revenue, etc.).

• Productivity and utilization of self and team.
• Customer satisfaction on team engagements.
• Implementation expertise for arenaflex Customer Workflow Solutions or similar software solution.
• Product consumption and adoption.
• Talent recruitment and development.
• Up to 50% travel annually.

Qualifications

To be successful in this role, you will have:

• 3+ years of leadership experience in a professional services organization.
• 5+ years of consulting experience for complex, global organizations.
• Experience in Resource Management and Engagement Scheduling.
• Proven ability to influence and consult on Customer Service and/or FSM.
• Experience speaking to customer leaders to extract outcome expectations and influence their thinking.
• Significant experience defining and deploying future-state Customer Service and/or Industry digital transformations.
• Experience with leading Customer Service and/or FSM systems and tools such as Salesforce, Remedy, ServiceMax, arenaflex, etc.
• Outstanding communication skills with confident presentation and facilitation skills.
• Dedication to customer success.
• Ability to interact with and influence a wide range of employees, including senior management.
• Strong interpersonal skills and customer-centric attitude.
• Experience leading and mentoring a team of eight or more employees.
• Experience with people development, including coaching and mentoring.
• Strong organizational and time management skills.
• Experience monitoring and summarizing business and financial metrics.
• Proactive attitude, critical thinking, problem-solving, escalation, and conflict resolution skills.
• Industry certifications such as arenaflex CIS-CSM, Salesforce Service Cloud are a plus.

Work Environment and Company Culture

arenaflex is committed to creating a flexible and inclusive work environment that allows our employees to thrive. We offer a range of work personas, including flexible, remote, and required in-office options, to ensure that our employees can work in a way that suits their needs. Our company culture is built on a foundation of trust, collaboration, and innovation, and we're committed to making the world work better for everyone.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. We offer a range of training and development opportunities, including mentorship programs, coaching, and certification courses. Our employees have the opportunity to work on complex and challenging projects, and we encourage them to take on new challenges and responsibilities.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, bonuses, and benefits. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a comprehensive health and wellness program.

Conclusion

If you're a motivated and experienced professional with a passion for customer service and workflow solutions, we encourage you to apply for this exciting opportunity. Join arenaflex and be part of a team that is transforming the way organizations work. Apply now and take the first step towards a rewarding and challenging career with arenaflex. Apply Job! Apply for this job