Experienced Full Stack Customer Experience Manager – Law Enforcement and Corporate Security Solutions

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? Look no further than arenaflex, a cutting-edge software company revolutionizing the world of law enforcement and corporate security. As our Lead Customer Experience Manager, you'll play a pivotal role in shaping the future of our industry and making a tangible impact on the lives of our customers.

About arenaflex

arenaflex is a trailblazing company headquartered in the heart of the Denver metro area. Our mission is to empower those who serve our communities by providing innovative, state-of-the-art software solutions that make the world a safer place. With a strong commitment to customer satisfaction and a culture of continuous improvement, we're seeking a seasoned professional to join our Customer Operations team as a Lead Customer Experience Manager.

Job Summary

As our Lead Customer Experience Manager, you'll be responsible for developing and implementing strategies to enhance customer interactions and satisfaction, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). You'll work closely with cross-functional teams, including development, account management, and executive leadership, to ensure seamless alignment of all systems implementation. Your expertise will be invaluable in refining processes and procedures to meet customer use cases and requirements, post-implementation. You'll also lead and mentor a team of other customer experience managers, providing guidance and support to ensure their success.

Responsibilities and Duties

* Collaborate with clients to refine processes and procedures to meet customer use cases and requirements, post-implementation

• Conduct scope assessments, define work plans and roadmaps, and oversee groups executing implementation plans
• Liaise between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
• Monitor customers post-rollout and create plans detailing insights and potential improvements for future initiatives
• Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
• Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
• Collaborate with the Account Management/CSM team to collect and analyze feedback from clients to continuously improve the implementation process and customer satisfaction, tracking key performance indicators like NPS and CSAT
• Develop a deep technical expertise in all facets of the arenaflex solution to provide a comprehensive understanding to clients
• Liaise between technical and non-technical teams to translate operational needs into technical solutions
• Champion the customer perspective in decision-making processes and propose innovative solutions to enhance the customer experience
• Lead a team of other customer experience managers, including developing and enforcing team processes, mentoring team members, and conducting performance reviews

Required Education and Experience

* Bachelor's degree in engineering, computer science, or a related field, or equivalent work experience

• Minimum of 7 years of experience in the IT field as a senior customer experience or implementation manager, including interactions with customers, project management, and development
• Proven leadership experience and strong teaming abilities
• Excellent problem-solving skills in identifying and resolving customer issues and proactively addressing potential problems
• Experience working with quality management approaches, techniques, and principles to ensure quality project delivery
• Full understanding of software development lifecycle and best practices
• Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
• Experience leading a team of senior members

Preferred Experience

* Job experience in public safety, law enforcement, CAD, and/or RMS

• Strong understanding of the law enforcement and corporate security industries

Other Requirements

* Language: English

• Ability to travel up to 50% of the time
• U.S. Citizens and those authorized to work in the U.S. are encouraged to apply
• Must be able to pass a full CJIS compliant fingerprint-based background check, which is required for individuals needing access to criminal justice information (CJI)

Benefits

* Competitive salary and bonus program in an entrepreneurial environment

• Excellent health, dental, and vision insurance with generous company contribution
• Flex Spending Accounts
• Unlimited paid vacation
• 12 paid company holidays
• Paid Sick Time
• Paid Parental Leave
• 401k with company matching
• EcoPass provided for Colorado-based employees

Why Join arenaflex?

* Be part of a dynamic, fast-paced environment where no two days are ever the same

• Collaborate with a talented team of professionals who share your passion for delivering exceptional customer experiences
• Contribute to the development of innovative software solutions that make a tangible impact on the lives of our customers
• Enjoy a competitive salary and benefits package, including unlimited paid vacation and a generous 401k matching program
• Take advantage of professional development opportunities to enhance your skills and advance your career

How to Apply

If you're a seasoned professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply Now Apply for this job