Experienced Director of Customer Implementation – Restaurant Technology and Repair Management

At arenaflex, we're revolutionizing the way restaurants approach repairs and maintenance. Our innovative R&M management platform has disrupted the status quo, providing data-driven insights and 24/7 support to help restaurants control their facilities, reduce costs, and free up their teams from equipment repairs. As we continue to grow and expand our reach, we're seeking a seasoned Director of Customer Implementation to lead our Implementation team and drive the success of our customers.

About arenaflex

arenaflex is a fast-growing tech startup that's transforming the restaurant industry by providing a comprehensive R&M management platform. Our platform includes on-demand repair management and preventative maintenance, empowering restaurants to make data-driven decisions and optimize their facilities. With a fully remote team spread across 20+ states and several time zones, we're a community of thoughtful, ambitious, and creative individuals who are passionate about making a difference in the restaurant industry.

Our Commitment to Inclusion

At arenaflex, we believe that diversity and inclusion are essential to our success. We're committed to creating a workplace where everyone feels welcome, valued, and empowered to contribute their unique perspectives and experiences. We're an equal opportunity employer, and we encourage applications from underrepresented backgrounds. If you're unsure whether you're a fit for this role, please don't hesitate to apply – we'd rather have the opportunity to review your application and meet you than miss out on the chance to meet an amazing talent.

Role Summary

As our Director of Customer Implementation, you'll be responsible for leading our Implementation team, which includes both Onboarding and Vendor Success teams. You'll oversee the onboarding process for our customers, ensuring a smooth transition to our proprietary tech-enabled service. You'll also work closely with our preferred vendor networks to onboard them in the areas where we have customers. This role requires a wealth of program and project management experience, as well as a strong understanding of restaurant technology, marketplaces, procurement, and post-sale customer success.

Key Responsibilities

* Lead a team of 'makers' up to and including the manager level, providing guidance, support, and coaching to help them achieve their goals.

• Considered the escalation point for the most difficult vendor and customer relationship needs and challenges, providing expert guidance and support to resolve issues.
• Take ownership of key projects that play an integral role in customer experience post-onboarding, working closely with cross-functional teams to drive results.
• Act as the conduit for information from Senior Leadership Team (SLT) and Leadership, ensuring your team is well-informed on company priorities and goals.
• Regularly leverage your subject matter expertise to drive performance of your team, directly or through the support of team members.
• Effectively run process improvement projects to institute scalable programs on Onboarding and Vendor Success, working 'on' and 'in' the business to drive results.
• Well-versed in leading performance management efforts to build and retain a team of A-players, setting strategy and tone for the team.
• Forecast into the future and identify risks and opportunities within your own functional area, working with SLT to address any concerns.

Qualifications

* 5+ years of experience in a leadership role, relevant experience in operations, implementation, or a related field.

• 2+ years of customer onboarding experience.
• Proven track record of establishing systems and processes, with strong analytical and problem-solving skills.
• Proven success in driving performance and results through others.
• Ability to work independently and as part of a team.
• Experience leading and coaching teams up to the manager level to achieve their goals.
• Strong communication and interpersonal skills, with the ability to work cross-functionally and build relationships with internal and external stakeholders, regardless of level.
• Experience working in marketplaces with vendors or in procurement.
• Knowledge of restaurants, repair and maintenance, establishing a new category, and start-ups is a huge plus.
• Experience scaling a complex customer onboarding process at a SaaS and/or services company is a plus.

We Do Not Require

* A college degree or high GPA.

• Tools: we'll provide you with your computer, monitor, and everything you need.
• Startup or tech experience (an aptitude for fast-paced, tech work is enough).
• Commutes: we're fully remote; travel is dependent on your role.

Compensation & Benefits

* The base salary range for this role is $110,000-$140,000; this role also offers a variable compensation package.

• Health, dental, vision, disability, and life insurance plans (most covered at 100%).
• Flex spending account for family and childcare.
• 401(k) plan with 3% matching.
• Unlimited PTO with generous bereavement and sick policies.
• "Check Please" dining benefit: the company pays for you to eat at our customers' restaurants once a quarter (up to $400 per year!).
• Mental Health reimbursement fund (up to $100 per year per person).
• Paid family leave for those starting a family, regardless of gender.
• Equity in the company for every role.

Interview Process

We ask every candidate to go through the same interview process to ensure we're equitably evaluating folks. This typically includes:

• Phone Chat: 30-minutes.
• Video Screen: 45-Minutes.
• Deep Skill Assessment/Video Meeting: 90-minutes.
• Executive Meeting - 30-Minutes.

If you're a seasoned leader with a passion for restaurant technology and repair management, we'd love to hear from you. Please apply to this role and join our team at arenaflex. Apply for this job