Experienced Customer Support Manager of Managed Services – Remote

At arenaflex, we're on a mission to revolutionize the way our customers experience support. As a key member of our Senior Leadership Team, you'll play a pivotal role in shaping our customer support strategy and driving business success. If you're a seasoned leader with a passion for delivering exceptional support, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to thrive in a rapidly changing world. Our commitment to excellence, customer satisfaction, and continuous improvement has earned us a reputation as a trusted partner in the industry. As a remote Customer Support Manager of Managed Services, you'll be part of a dynamic team that's dedicated to making a difference in the lives of our customers.

Job Summary

We're seeking an experienced Customer Support Manager of Managed Services to lead our customer support strategy and drive business success. As a key member of our Senior Leadership Team, you'll be responsible for defining, planning, and directing services to ensure our customers receive high-quality 24/7/365 support, Managed Services offerings, and SaaS operational support. Your leadership will provide value-add operational assistance, drive further customer satisfaction and retention, and transform opportunities into new business to maximize the commercial value of each maintenance contract.

Key Responsibilities

* Develop an auditable streamlined agile and standards-compliant Managed Services process to meet SLA's and achieve a sustainably improving customer satisfaction survey result (e.g. NPI)

• Maintain responsibility for FinOPs and DevOPs related to SaaS offerings
• Recruit, develop, and retain a top-tier, high-intensity Managed Services team with strong technical, commercial, and project management skills
• Calibrate Managed Services investment (staff, travel/living, tools) to sustain internal metrics
• Provide sales and marketing support (for managed service offerings, pricing, and articulating the Managed Services value proposition)
• Provide quarterly analysis of ongoing Managed Services performance (customer SLA, attrition risk analysis, attrition metrics, ticket trends, NPI etc)
• Elevate the Customer Support team to excel in technical, commercial, and project management expertise
• Develop productive and trusting peer relationships within customer organizations
• Develop an auditable streamlined agile and standards-compliant support process (based on ITIL) and team (with reasonable follow-the-sun time zone coverage and language support) to meet SLA's and achieve a sustainably improving customer satisfaction survey results (e.g. NPS)
• Calibrate support investment (staff, travel/living, tools) to sustain internal metrics
• Provide monthly and quarterly analysis of ongoing Support performance (customer SLA, attrition risk analysis, attrition metrics, ticket trends, NPI etc)

Requirements

* Proven experience in the telecommunications/network operator industry, with a strong understanding of key market trends shaping our customers' requirements

• Experience supporting SaaS offerings
• 5 years working within a software support environment, with previous leadership experience
• Demonstrable evidence of leading the customer support strategy of a business, with a history of overachieving targets
• Strong understanding of (and familiarity with supporting) complex products
• Familiarity with best practice agile and standards-compliant support processes (for example ITIL)
• Familiarity with using ticket management systems such as Zendesk
• Understanding and experience with SOC 2 Type 2 approvals
• Bachelors' or Masters' degree in computer science or a related field

Interpersonal Skills

* Excellent communication skills; oral and written communications to technical, business, and executive audiences both internally and externally

• Strong facilitation skills, with an ability to collaborate and drive progress with individuals and teams across the business
• Comfortable working with, learning about, and understanding complex business solutions
• Language skills beneficial e.g. Spanish, Portuguese

What We Offer

* Competitive salary and benefits package

• Opportunity to work with a dynamic and innovative company
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Flexible remote work arrangement
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional support, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

About arenaflex

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion in the workplace and are an affirmative action employer. We are proud to be an Employer of Choice and offer a range of benefits and programs to support the well-being and success of our employees. arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. Apply for this job