Senior Customer Support Manager – Public Safety & Lifecycle Services Leadership – Greater Los Angeles Region

About arenaflex – Empowering Safer Communities

arenaflex is a global leader in mission‑critical communications, video security, and command‑center technologies. Our purpose‑driven culture puts people first – we enable first‑responders, public safety agencies, and enterprise customers to protect lives, property, and critical infrastructure. From fire departments that need clear radio links to hospitals that rely on secure video feeds, arenaflex delivers the technology and expertise that keep communities safe, resilient, and connected.

Joining arenaflex means becoming part of a close‑knit, innovative team that values collaboration, continuous learning, and a shared commitment to a safer future. If you thrive in a fast‑moving environment where every interaction matters, this is the place to make a lasting impact.

Role Overview – Senior Customer Support Manager (Sr. CSM)

The Senior Customer Support Manager (Sr. CSM) is the strategic champion for arenaflex’s Lifecycle Service (LCS) portfolio across the Greater Los Angeles and Orange County territories. You will own the end‑to‑end relationship between arenaflex, its subcontractors, and public‑safety customers, ensuring service contracts are delivered flawlessly, revenue targets are met, and customer satisfaction remains exceptionally high.

This role blends relationship management, contract stewardship, operational excellence, and growth‑driven forecasting. You will be the go‑to leader who translates technical service commitments into real‑world outcomes for fire departments, police agencies, hospitals, and other critical‑service organizations.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for arenaflex public‑safety customers, guaranteeing service delivery aligns with Service Level Agreements (SLAs) and contractual obligations.
• Proactively address customer concerns, coordinate corrective actions, and drive issues to resolution with speed and professionalism.
• Maintain clear, transparent communication about contract scope, obligations, and performance metrics, ensuring customers understand the value they receive.
• Provide timely, data‑driven reports and dashboards that reflect service health, usage trends, and upcoming renewal opportunities.
• Partner with the arenaflex Project Manager to transition projects from implementation to warranty support, documenting expectations and identifying additional service opportunities.
• Collaborate with field teams to develop, refine, and update Customer Support Plans (CSPs) that align with evolving mission‑critical needs.
• Identify up‑sell and cross‑sell opportunities, positioning new services that enhance operational resilience for customers.

Contract and Service Management

• Oversee deliverables for arenaflex subcontractors and third‑party vendors, ensuring adherence to scope, quality standards, and performance outcomes.
• Manage product quality issues (Field Service Bugs – FSBs) and coordinate remediation with engineering and support teams.
• Lead case‑management processes to guarantee that service tickets are resolved within agreed timelines.
• Assist partners and vendors with billing inquiries, payment reconciliations, and contract financials.
• Drive the renewal cycle for lower‑complexity agreements, updating inventories, Statements of Work (SOW), CSPs, and vendor pricing as needed.
• Prepare and manage Installation Agreements, from initial write‑up through purchase order acquisition and execution.
• Coordinate variation requests and change orders, ensuring approved changes are seamlessly integrated into service delivery.
• Work closely with Service Contract and Subscription Operations (SCSO) to load contracts, process renewals, and handle change‑order requests.
• Compile and deliver Booking Packages to SCSO for accurate contract loading and financial tracking.

Operational Excellence & Growth

• Identify process improvements, best‑practice enhancements, and automation opportunities that elevate service quality and efficiency.
• Maintain up‑to‑date operational documentation, SOPs, and knowledge bases to support consistent service delivery.
• Participate in revenue and margin forecasting for Maintenance Agreements, Work Tickets, and Installations, contributing to strategic planning.
• Achieve on‑time contract renewal targets and service‑growth objectives for assigned accounts, driving both customer retention and expansion.

Essential Qualifications & Skills

• Experience: Minimum 3 years in lifecycle service account management, sales, customer support, systems integration, public‑safety communications, or related technical services.
• Technical Acumen: Basic understanding of cyber‑security principles and familiarity with WLAN and wired infrastructure concepts.
• Tools Proficiency: Hands‑on experience with Salesforce CRM; strong command of the Microsoft Office Suite (especially Excel).
• Communication: Excellent oral and written communication skills; ability to translate technical details into clear business language for diverse stakeholders.
• Financial Literacy: Basic financial knowledge to interpret contract pricing, margin, and billing information.
• Customer‑Centric Mindset: Demonstrated commitment to delivering exceptional service experiences and building long‑term relationships.
• Preferred Knowledge: Exposure to Oracle/Services Lifecycle tools, advanced Excel functions, and familiarity with Call Center and Network Operations Center (NOC) processes.

Candidate Requirements

• Must be eligible for background clearance required by government public‑safety customers.
• Residency in the Greater Los Angeles County area is strongly preferred to ensure rapid on‑site support.
• Travel requirement is minimal (10‑25% of time), primarily for customer visits and regional events.
• Legal authorization to work in the United States indefinitely; arenaflex does not provide sponsorship for this role.

Compensation, Benefits & Perks

arenaflex offers a competitive base salary range of $100,000 – $125,000, complemented by performance‑based incentive bonuses. Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement plan with company match.
• Generous paid time off, including 10 paid holidays and flexible vacation days.
• Employee Stock Purchase Plan (ESPP) allowing you to invest in arenaflex’s future.
• Paid parental and family leave to support work‑life balance.
• Professional development budget, tuition reimbursement, and access to industry certifications.
• Wellness programs, employee assistance resources, and on‑site amenities where applicable.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is shaped by your ambition and the organization’s commitment to development. As a Senior Customer Support Manager you will:

• Gain exposure to high‑stakes public‑safety contracts and cutting‑edge communication technologies.
• Lead cross‑functional teams, sharpening leadership, negotiation, and strategic planning skills.
• Participate in mentorship programs, executive briefings, and industry conferences.
• Position yourself for advancement into senior program management, regional operations leadership, or strategic account director roles.

Culture, Values & Inclusion

arenaflex prides itself on a people‑first culture that celebrates diversity, authenticity, and collaboration. Our core values—integrity, innovation, accountability, and service—guide every decision. We foster an inclusive environment where every arenaflex employee feels empowered to contribute ideas, challenge the status quo, and grow both personally and professionally.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Why Join arenaflex?

If you are passionate about public safety, thrive in a dynamic service‑focused role, and want to make a tangible difference in the lives of first responders and the communities they protect, arenaflex is the ideal place for you. You will work alongside industry experts, leverage state‑of‑the‑art technology, and help shape the future of mission‑critical communications.

Ready to Make an Impact?

Take the next step in your career and become a pivotal part of arenaflex’s mission to create safer, more resilient communities. Click the link below to submit your application and tell us why you’re the perfect fit for this role.

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