Experienced Senior Manager/Director - Customer Centric Engineering
At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a leader in the industry, we're committed to delivering exceptional customer experiences that drive growth and success. We're now seeking an experienced Senior Manager/Director - Customer Centric Engineering to join our team and help us achieve our vision.
About arenaflex
arenaflex is a global leader in cloud-based software solutions, empowering businesses to connect with their customers in a whole new way. Our cutting-edge technology and innovative approach have made us a trusted partner for companies across every industry. We're passionate about driving change and improving the state of the world, and we're looking for like-minded individuals to join our team.
The Role
As a Senior Manager/Director - Customer Centric Engineering, you'll be responsible for leading a team of engineers to achieve exceptional customer satisfaction and experience. You'll be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals. You'll also build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support.
Key Responsibilities
* Lead a team of CCE Availability engineers to achieve objectives, including the attainment of targets for resolution time and customer satisfaction
- Be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals
- Build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support
- Be an ambassador for Customer Trust and drive accountability through influence
- Quarterback highly visible, critical technical escalations ensuring timely and complete resolution
- Lead cross-functional efforts to solve for the root cause
- Inspire trust and confidence in arenaflex when communicating with customers
- Drive cross-departmental critical initiatives identified in partnership with various stakeholders such as Technical Support, Software Engineering, and Infrastructure
Requirements
* 8+ years of experience in product management, software engineering, technical support, or a similar technical role
- 3+ years of people management experience
- Ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated, and informed
- Deep empathy for the customer mindset; think customer-first and effectively prioritize and escalate customer issues as required
- Outstanding interpersonal skills conducive to collaboration and building bridges across organizational boundaries, including at the executive and C-level
- Ability to thrive in a dynamic, fast-paced environment where you must execute at both the strategic and tactical level
- Familiarity with the database, application, and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
- BA/BS Degree (or equivalent) in a technical field
What We Offer
* Competitive salary and benefits package
- Opportunity to work with a global leader in cloud-based software solutions
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Recognition and rewards for outstanding performance
- Flexible work arrangements and remote work options
- Access to cutting-edge technology and innovative tools
- Opportunity to make a meaningful impact on the customer experience
Why Join arenaflex?
* We're passionate about driving change and improving the state of the world
- We're committed to creating a workforce that reflects society through inclusive programs and initiatives
- We believe in business as the greatest platform for change and in companies doing well and doing good
- We're a global leader in cloud-based software solutions, empowering businesses to connect with their customers in a whole new way
- We're dedicated to delivering exceptional customer experiences that drive growth and success
How to Apply
If you're a motivated and experienced leader who is 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. We can't wait to hear from you! Apply Job! Apply for this job