Rewritten Job Title:

Join arenaflex's Customer Success Team as a Sr. Director - Customer Success Strategy

At arenaflex, we're committed to delivering exceptional customer experiences that drive business growth and loyalty. As a Sr. Director - Customer Success Strategy, you'll play a critical role in shaping our customer-centric sales and service strategy, ensuring seamless interactions across all channels, and driving innovation to stay ahead of the competition.

About arenaflex

Arenaflex is a leading provider of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes, anticipating, leading, and believing that listening is where learning begins. Our purpose is to make a difference and move the world forward, and we're looking for talented individuals like you to join our team.

About the Role

This is an exciting opportunity to lead our Customer Success Strategy, driving premium sales and service experiences that exceed customer expectations. As a Sr. Director - Customer Success Strategy, you'll be responsible for developing and executing a long-term strategic plan (3-5 years) that focuses on improving our premium quality of service, driving increased sales/revenue, and optimizing our opex & capital. You'll work closely with senior/executive leaders, both within the Customer Success Organization and across VCG, to ensure alignment of the CS strategic long-range plan with the broader VCG strategic roadmap and operating model.

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 to ensure alignment of the CS strategic long-range plan with the broader VCG 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 VZ 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.

Ideal Qualities:

We're looking for a fearless, creative, and passionate leader who can drive innovation and growth in our Customer Success Strategy. The ideal candidate will have:

• A proven track record of executing customer-centric project delivery end-to-end and understanding brand strategy.
• Experience in presenting creative solutions and influencing partners and teams.
• A naturally curious and analytical mindset, with the ability to turn data into insights and insights into actions.
• Strong strategic thinking and tactical execution skills, with a track record of setting broad strategic goals and breaking them down into achievable steps.
• Excellent team leadership, collaboration, written and verbal communication skills, and the ability to interact with all levels of the business.
• A self-starter mentality, with ownership over their domain and a willingness to push ideas forward and drive transformational change.
• Flexibility and open-mindedness, with the ability to pivot in an environment of constantly shifting priorities.

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.

Work Environment and Culture:

As a hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month. Our work environment is collaborative, inclusive, and empowering, with a focus on diversity, equity, and inclusion. We're committed to creating a workplace where everyone feels valued, connected, and empowered to reach their potential.

Compensation and Benefits:

We offer a competitive salary, comprehensive benefits package, and a range of perks and incentives to support your career growth and well-being. Our benefits include health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance, among others.

Join Our Team:

This is a fantastic opportunity to grow your career and make a meaningful impact in our Customer Success Strategy. If you have the skills and passion we're looking for, please submit your application today.