At arenaflex, we're revolutionizing the way the world connects with our cutting-edge satellite constellation, Starlink. As a key member of our Starlink customer support team, you'll play a pivotal role in ensuring our enterprise clients receive an exceptional overall experience. We're seeking an experienced and visionary leader to lead our Enterprise Customer Success organization, driving rapid issue resolution, continuous improvement, and strategic planning.
**About arenaflex**
arenaflex is a pioneering company that's pushing the boundaries of space technology and exploration. Our mission is to make humanity a multi-planetary species, and we're actively developing the technologies to make this possible. With Starlink, we're delivering low-latency broadband internet worldwide, connecting people and communities like never before.
**The Role**
As our Experienced Full Stack Enterprise Customer Success Manager, you'll be responsible for creating and leading a world-class white glove, concierge support program for our enterprise clients. This role emphasizes rapid issue resolution, continuous improvement, and strategic planning, with a focus on collaborating internally and building the Enterprise Customer Success program. You'll lead the day-to-day Enterprise customer support operations while strategically seeing around the corners of future Enterprise customer needs.
**Responsibilities**
* **Strategy**: Understand the needs of the Enterprise business and develop strategy, business metrics, and goals to guide the organization in the direction required.
* **Innovate and pave the way for future development**: Adapt the business to the ever-changing needs of the organization, identifying opportunities for growth and improvement.
* **Lead cost saving opportunities**: Identify internal and external cost reductions and optimization opportunities to drive efficiency and effectiveness.
* **Leadership**: Lead a multi-level organization, consisting of both hourly and salary individuals, assessing employee performance, providing feedback, and facilitating conflict resolution.
* **Enterprise Customer Support**: Manage operations that provide industry-leading levels of enterprise support, recognizing the needs of the business and adapting to support the mission.
* **Operational Excellence**: Drive root cause analysis activities for products and services, defining key metrics to measure customer satisfaction, loyalty, and advocacy.
* **Process Improvement**: Drive projects and changes needed to ensure the customer support organization can meet and enable the goals of the Starlink enterprise customers.
* **Collaboration**: Work with internal leaders and teams to design and execute a white glove, concierge support program for enterprise customers, partnering with internal tooling development teams to identify capabilities that increase support associate performance and productivity.
* **Mentorship**: Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards, developing methods to motivate team members to go above and beyond the status quo.
**Essential Qualifications**
* Bachelor's degree and 7+ years of professional experience in customer operations, customer support, or customer service; or 10+ years of professional experience in customer operations, customer support, or customer success in lieu of a degree.
* 5+ years of professional experience in a supervisory or managerial role focused on customer operations, customer support, or customer success.
**Preferred Skills and Experience**
* 10+ years of customer-facing experience along with strong customer interaction skills (executive presence, writing skills, phone skills).
* 3+ years of experience mentoring, managing, and scaling larger customer success teams.
* Excellent communication and team-building skills.
* Experience in a training, learning and development, analytics, service design, vendor management, or content management role.
* Ability to work in a fast-paced/cross-functional environment.
* Organized and self-driven, capable of working independently with little direction.
* Capable of adapting to abrupt changes in strategy.
* Lean/6-Sigma experience (Green/Black Belt certifications).
* Demonstrate innovative and futuristic thinking to drive continuous improvement.
* Strong attention to detail, project management, and organizational skills.
* Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.
* Solid financial literacy – you have fluency with an income statement and balance sheet.
* Written/verbal business fluency in a second language (in addition to English).
* Ability to communicate technical details to a non-technical audience. Ability to foster credibility with a technical audience.
* Ability to set and communicate expectations; skill in mediating and resolving problems within a team environment.
**Additional Requirements**
* Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.
* Must be willing to work in office.
* Travel required, approx. 20-25%.
**Compensation and Benefits**
* Pay range: $130,000.00 - $180,000.00/per year
* Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
* Base salary is just one part of your total rewards package at arenaflex. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan.
* You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k)-retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks.
* You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Exempt employees are eligible for 5 days of sick leave per year.
**ITAR Requirements**
* To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.
**Applicants wishing to view a copy of arenaflex's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at [redacted].**
If you're a visionary leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team at arenaflex and be a part of revolutionizing the way the world connects.
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