Customer Support Manager – Mission‑Critical Communications & Services Operations Leader at arenaflex

Why arenaflex?

At arenaflex we believe that everything starts with our people. We are a global, close‑knitted community united by a relentless pursuit to help keep people safer everywhere. Our portfolio of critical communications, video security, and command‑center technologies empowers public‑safety agencies, enterprises, and essential services to coordinate, respond, and protect the communities they serve. From firefighters navigating smoke‑filled environments to police officers gaining situational awareness around street corners, our solutions are the lifeline that enables safer schools, hospitals, businesses, and neighborhoods. Join arenaflex and become part of a purpose‑driven mission to build a safer future.

Role Overview

The Customer Support Manager (CSM) at arenaflex is the champion of our customers’ experience. Acting as the primary advocate, you will own all service‑related escalations for mission‑critical systems—including Land Mobile Radio, Mission‑Critical Broadband Push‑to‑Talk (MCPTT), and two‑way radio products. This role bridges technical expertise, business acumen, and customer‑centric leadership to ensure contractual commitments are not only met but consistently exceeded across the EMEA region.

Transitioning from a technical or business background into a customer‑facing operations role, you will drive service delivery excellence, nurture growth opportunities, and collaborate closely with sales, pre‑sales, and procurement teams to expand arenaflex’s support portfolio.

Key Responsibilities

Operations & Service Delivery

• Customer Advocacy: Serve as the single point of contact for customers, guaranteeing SLA compliance, high‑quality escalations, and timely resolutions.
• Lifecycle Management: Maintain product and software lifecycle plans, coordinating with third‑party vendors to ensure up‑to‑date documentation and support roadmaps.
• Sub‑contractor Oversight: Manage deliverables from sub‑contractors, ensuring alignment with contractual commitments and performance standards.
• Business Plan Execution: Execute the support service business plan, tracking orders, revenue, and costs while identifying improvement areas to boost service margins and quality.
• Transition Management: Facilitate seamless hand‑over from project implementation to warranty support and ongoing service delivery.
• Contract Renewal: Lead the renewal process for all assigned service agreements, negotiating terms that protect both the customer and arenaflex.

Business Development & Growth

• Upsell Identification: Engage customers to uncover upsell opportunities, tailoring software support solutions that align with operational needs and risk mitigation.
• Sales Support: Partner with account managers during customer meetings, financial negotiations, roadshows, and other strategic engagements.
• Pre‑sales Collaboration: Assist the pre‑sales team with tender and proposal cost estimations, risk assessments, pricing, and procurement negotiations for sub‑contractor scopes and SLAs.

Essential Qualifications

• Minimum 7 years of experience in an external customer‑facing role within telecommunications, software enterprise, or IT industries.
• Proven track record in Level 2 technical support operations, project management, or customer support environments, with the ability to interact effectively with both senior management and end‑users.
• Strong stakeholder management skills—both internal and external—with the capacity to articulate ideas clearly and concisely.
• Demonstrated ability to plan, prioritize, and meet strict deadlines while applying commercial and financial acumen.
• Excellent communication skills in English (verbal, written, and presentation).
• Experience navigating commercial issues, problem‑solving, and conflict resolution.
• Self‑motivated, flexible, and capable of thriving in fast‑changing, ambiguous environments.

Preferred Qualifications & Education

• Bachelor’s degree in Business, Engineering, Computer Science, or a related technical field from an accredited institution.
• Hands‑on experience with mission‑critical communications platforms, MCPTT, or two‑way radio technologies.
• Background in managing complex software solutions and service contracts.
• Familiarity with EMEA market dynamics, regulatory requirements, and multicultural customer bases.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service experiences and building long‑term relationships.
• Analytical Insight: Ability to interpret service metrics, financial data, and performance trends to drive continuous improvement.
• Negotiation & Influence: Skilled at influencing internal teams and external partners to achieve mutually beneficial outcomes.
• Technical Fluency: Solid understanding of telecommunications hardware, software, and network architectures.
• Leadership & Coaching: Experience leading cross‑functional teams, mentoring junior staff, and fostering a collaborative culture.
• Project Management: Proficiency in planning, executing, and closing projects on time and within budget.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Support Manager, you will have access to:

• Structured mentorship programs with senior leaders in the EMEA Support Services division.
• Continuous learning pathways, including certifications in ITIL, PMP, and advanced telecommunications technologies.
• Opportunities to lead regional initiatives, shape service strategies, and influence product roadmaps.
• Cross‑functional exposure to sales, engineering, product management, and global operations.
• Potential progression to senior management roles such as Director of Customer Success or Regional Service Operations Lead.

Work Environment & Culture at arenaflex

Our culture is built on a people‑first philosophy. We celebrate diversity, encourage authentic expression, and empower every arenaflex team member to bring their whole self to work. Highlights include:

• Inclusive Community: A global workforce that respects and values different perspectives, backgrounds, and experiences.
• Collaborative Spaces: Modern offices equipped with flexible workstations, quiet zones, and virtual collaboration tools for remote team members.
• Purpose‑Driven Projects: Work on solutions that directly impact public safety, community resilience, and societal well‑being.
• Recognition Programs: Regular acknowledgment of outstanding contributions through awards, spot bonuses, and career milestones.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location and experience, candidates can expect:

• Base salary aligned with market benchmarks for senior support leadership roles.
• Performance‑based bonuses tied to service margin, customer satisfaction, and growth targets.
• Comprehensive health, dental, and vision coverage for employees and eligible dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, parental leave, and flexible work‑arrangement options.
• Professional development budget, tuition reimbursement, and access to industry conferences.
• Employee assistance programs, wellness initiatives, and on‑site amenities where applicable.

Travel & Relocation

This role requires 25‑50% travel across the EMEA region to engage with customers, support contract renewals, and attend industry events. Relocation assistance is not provided, but the role is open to candidates already residing within the covered geography.

Security Clearance

All applicants must be willing to undergo detailed security vetting checks in accordance with country‑specific and customer requirements.

How to Apply

If you are ready to champion customer success, drive service excellence, and grow within a purpose‑focused organization, we want to hear from you. Submit your application through the arenaflex careers portal, and let us know why you would be a valuable addition to our team.

Apply Now – Join arenaflex

Equal Opportunity Statement

arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We are proud of our people‑first and community‑focused culture, empowering every arenaflex employee to be their most authentic self and to do their best work in delivering on the promise of a safer world.