Experienced Full Stack Customer Service Leader – Visionary Customer Experience Development and Operations

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a seasoned customer service leader, you'll have the unique opportunity to design and build a world-class customer support model from the ground up, leveraging your expertise and creativity to drive unprecedented growth and success.

About arenaflex

arenaflex is a cutting-edge company that's pushing the boundaries of innovation and customer-centricity. With a strong focus on delivering exceptional experiences, we're committed to empowering our customers to achieve their goals. Our team is passionate, collaborative, and driven, and we're looking for like-minded individuals to join our journey.

Job Summary

We're seeking an experienced and visionary customer service leader to join our team as Vice President, Customer Service. As a key member of our leadership team, you'll be responsible for building and leading our customer support model, defining and operating the end-to-end customer experience, and driving business growth through exceptional customer satisfaction. This is a unique opportunity to make a lasting impact on our company's success and shape the future of customer experience.

Responsibilities

As Vice President, Customer Service, you'll be responsible for:

• Customer Experience Vision: Define the post-sale customer experience end-to-end, inclusive of customer comms/touch points, reporting, readouts (e.g. QBRs), stakeholder coordination, etc. This is a "blank sheet of paper" exercise requiring a combination of experience, perspective, and creative thinking.
• Customer Onboarding and Account Management: Execute on the customer experience vision described above. Define processes for customer onboarding and account management to support the customer experience vision. Over time, as our customer base grows, build and lead a team who will consistently deliver on our vision for a world-class customer experience.
• Billing: Lead the development of our billing approach and systems. Partner with legal and finance teams to understand relevant billing requirements.
• Incident Management: Partner with cross-functional stakeholders to define and lead incident management process, policies, reporting, and communications (internal, customer, and external facing). Lead the development of external/PR approach related to incident management.
• Systems/IT Roadmap and Planning: Define requirements and contribute to system selection for all systems to support the customer life cycle. Serve as a thought leader on roadmap development and prioritization, gathering and prioritizing input from cross-functional stakeholders and overseeing development and implementation.
• Systems/IT Implementation: Partnering with the arenaflex centralized IT team and outside resources as appropriate, lead the implementation of our roadmap modules, working with stakeholders to provide training, facilitate UAT, and manage implementation through to steady state.
• KPI Development and Reporting: Develop, produce, and analyze KPIs measuring customer account health. Provide analysis and recommendations to leadership and internal stakeholders.
• Product Processes and Support: Lead the development and continuous optimization of delivery and support processes, timelines, milestones, etc. Partner with the engineering and product teams, contribute to the definition, development, documentation, and ongoing management of our product and service portfolio, including SLAs, designs, features, equipment, timelines.
• Customer Satisfaction: Define, implement, and manage our customer feedback/satisfaction program and associated reporting, internal communication, and stakeholder management.

Experience and Qualifications

To succeed in this role, you'll need:

• Wholesale data center experience: This is a hard requirement for this role.
• Proven track record in customer service, service delivery, service assurance, or other product or operations-related functional area(s): You'll need to demonstrate a strong background in customer service and a proven ability to deliver exceptional results.
• Genuine passion for customer service: We're looking for someone who is genuinely passionate about delivering exceptional customer experiences.
• Experience in a start-up company and/or a high-growth, rapidly scaling company: A plus, but not required.
• Excellent people leadership skills: You'll need to be able to lead direct team members and galvanize stakeholders across many functions and levels.
• Superior analytical and quantitative skills: Experience developing and managing to KPIs and financial metrics is essential.
• Strong ability to balance analysis with action: Critical in a rapid scale-up environment.
• Excellent multi-tasking, organizational, and communication skills: You'll need to be able to manage multiple priorities and communicate effectively with stakeholders.
• BS/BA in an engineering or technical discipline: Preferred, but not required. MBA a plus.
• Willingness to travel: Estimated Apply for this job