Job Description
- *Join arenaflex, a leading provider of innovative solutions in the IP industry, as we seek a seasoned Director/Sr. Director of Customer Support to lead our dedicated customer support team.** As a key member of our Professional Services department, you will play a pivotal role in ensuring high levels of customer experience and satisfaction, while driving the smooth operation of post-production implementations and support. If you're a dynamic and experienced leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex started as an IP services company in 2004, with a keen focus on efficiency, cost-effectiveness, and continuous improvement through metrics-based processes. Our commitment to these core values has led to the tech-enablement of our offerings, making us a leader in the industry. Today, arenaflex serves over 600 clients across the full IP life cycle with the industry's leading products and services. Our 725 plus employees represent the most IP and tech-savvy individuals in the industry. At arenaflex, we do the right things and innovate ceaselessly as a winning team to achieve customer success and employee success. **Key Responsibilities** As the Director/Sr. Director of Customer Support, you will be responsible for: ### Leadership and Management * Lead and mentor a team of customer support professionals to ensure they meet and exceed performance metrics and service level agreements (SLAs). * Establish and maintain customer support processes and best practices to drive innovation and continuous improvement. * Work closely with leadership teams to drive strategic customer support needs aligned with overall business objectives. * Promote a culture of innovation and continuous improvement by evaluating new technologies and methods to enhance customer satisfaction. ### Customer Support * Oversee and manage the resolution of customer issues and requests in a timely and effective manner. * Serve as the escalation point for complex and critical customer issues by maintaining strong internal team relationships. * Oversee escalated tickets for existing clients to ensure high levels of customer satisfaction. * Implement Root Cause Analysis (RCA) and corrective actions to prevent recurring issues. ### Customer Engagement * Conduct regular meetings with customers to monitor system performance and gather feedback. * Manage Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) and report findings to management. * Proactively identify potential issues and areas for improvement. * Develop and maintain strong relationships with key customer stakeholders. ### Operational Excellence * Implement and monitor key performance indicators (KPIs) to assess team performance. * Continuously improve support processes to enhance efficiency and effectiveness. * Collaborate with Product Development, Sales, and Implementation teams to ensure a seamless customer experience. * Effectively manage the transition of post-production support from implementation teams or other stakeholders. * Implement and maintain support tools (such as JIRA), development tools (automation for upgrades/OOB), and IP systems. * Ensure compliance with industry standards and internal policies, especially concerning client data security. ### Strategic Planning * Develop and execute a strategic plan for the support team, aligning with company goals. * Stay updated on industry trends and best practices to enhance the support function continually. * Provide insights and recommendations to senior management based on customer feedback and support trends. **Requirements** To be successful in this role, you will need: * A Bachelor's degree in Computer Science, Information Technology, or a related field; an advanced degree is preferred. * Minimum of 10 years of experience in customer support or a related field within technology firms, with at least 5 years in a leadership role. * Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus. * Strong understanding of intellectual property management solutions is preferred. * Excellent leadership, communication, and interpersonal skills. * Ability to manage multiple priorities and work effectively in a fast-paced environment. * Strong problem-solving and analytical skills. * Customer-focused mindset with a commitment to delivering exceptional service. **Benefits** As a valued member of our team, you will enjoy: * **Remote Work**: Option for fully remote work, offering flexibility to support a healthy work-life balance. * **Health Coverage**: Medical, dental, and vision insurance to support your well-being. * **Retirement Savings**: 401(k) plan to help you plan for the future. * **Unlimited / Responsible Time Off**: Flexible time-off policy. **Why Join Us?** * Work with one of Silicon Valley's fastest-growing tech companies. * Work on cutting-edge technologies and lead impactful projects for a global client base across diverse industries. * Enjoy a competitive salary, comprehensive benefits, and career growth opportunities. * Benefit from flexibility of remote work, promoting a better work-life balance. **arenaflex is an Equal Opportunity Employer** We celebrate diversity and care committed to creating an inclusive environment for all employees. If you're passionate about delivering exceptional customer service and leading a high-performing team, we encourage you to apply for this exciting opportunity. **Apply Now** Apply for this job