Manager, Customer Advocacy at arenaflex

Join arenaflex, a global leader in customer experience software, as we seek an exceptional Manager, Customer Advocacy to lead our Advocacy team to new heights. As a key member of our team, you will be responsible for driving collaboration, culture, relationships, and professional development within the Advocacy team. Your primary focus will be on defining regional methods of success towards global KPIs, communicating progress to staff and leadership, and managing strategic and tactical responsibilities in a fast-paced environment.

About arenaflex

arenaflex is a pioneering company that has revolutionized the customer experience landscape with its innovative software solutions. Our mission is to simplify the complexity of business and make it easy for companies and customers to create connections. With a global presence and a diverse team of talented individuals, we strive to foster a culture of inclusivity, diversity, and equity. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

Job Responsibilities

As a Manager, Customer Advocacy at arenaflex, you will be responsible for:

• Managing and coaching a team of Advocates, supporting them and helping to remove roadblocks as needed
• Coaching Advocates to deliver on KPI/Metric targets while consistently developing new initiatives or iterating on existing processes to drive success
• Coaching is 60% of the role
• Expedite advanced customer issues, reduce first reply time and full resolution time, actively monitor and address all escalations as needed
• Analyze long-term trends and work with Managers on hitting key performance metric targets to ensure customer satisfaction
• Manage team allocations, people expectations, and career development opportunities
• Collaborate with senior leadership teams to proactively drive service improvements and manage projects
• Consistently drive teams towards higher performance and quality expectations and champion a philosophy of continuous improvement
• Communicate and work with a global peer group to maintain consistency in delivering the best experience for the customer
• Hire and develop new Advocates
• Partner with other departments to be the voice of the customer and provide continued pathways of communication for better escalations
• Lead weekly team meetings to ensure team understanding of company initiatives
• Be part of the escalation process to handle customer issues with the highest sense of urgency
• Conduct QA evaluations and provide coaching feedback to team members
• Remain calibrated with the Quality team and other managers
• Drive product change and improvement through continuous feedback and exposure to projects that help make arenaflex the leading support platform
• Liaise with internal departments and help them be successful in their roles to resolving customer issues
• Be the first responders for all executive escalations related to arenaflex's customer needs

Essential Qualifications

* Bachelor's Degree or equivalent

• 6+ years experience supervising in a technical support operation
• Proven experience in mentoring and developing people and leaders
• Demonstrated expertise using metrics to drive process and quality
• Strong ability to build and maintain relationships at all levels
• A proven ability to influence, gain support where necessary and engage others remotely
• Clear customer focus, solution-driven, and adaptable to rapidly changing priorities
• High degree of self-motivation and ability to work on own initiative
• Excellent verbal and written communication skills
• Experience crafting, implementing, supporting, and solving issues in complex multi-vendor / multi-platform solutions
• Knowledge of HTML, XML, JavaScript or CSS
• Experience with RESTful API
• Experience resolving tickets in a SaaS environment
• Experience with customer support from an operations perspective
• Experience and understanding of customers use a multi-tenant SaaS / cloud provided software

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment

• Proven track record of driving process improvements and implementing changes
• Strong analytical and problem-solving skills
• Ability to work effectively in a team environment
• Experience with project management and leadership
• Strong communication and interpersonal skills

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and equitable. Our hybrid approach allows for flexibility and connection, collaboration, and learning with your team. Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

Compensation and Benefits

The US annualized base salary range for this position is $83,000.00-$125,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job-related capabilities, applicable experience, and other factors such as work location.

How to Apply

If you are a motivated and experienced professional looking to join a dynamic team, please submit your application through our website. We are an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at arenaflex are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

Note

arenaflex is aware of an increase in recruitment scams where individuals falsely claim to represent arenaflex. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official arenaflex communications are conducted through "@arenaflex.com" email addresses. If you encounter suspicious messages, do not respond and report them to [email protected]. Apply for this job