At arenaflex, we're revolutionizing the way organizations operate by harnessing the power of the Internet of Things (IoT) data. Our Connected Operations Cloud platform empowers businesses to develop actionable insights and improve their operations, making a significant impact on the safety, efficiency, and sustainability of the physical operations that power our global economy. As a pioneer in this field, we're seeking a highly skilled and strategic Director of Customer Support Systems to join our team and shape the future of customer-facing systems.
**About arenaflex**
arenaflex is a leading provider of IoT-based solutions for organizations that depend on physical operations. Our platform enables businesses to collect, analyze, and act on IoT data to improve their operations, making us a trusted partner for industries such as agriculture, construction, field services, transportation, and manufacturing. With a strong focus on innovation and customer success, we're committed to helping our customers achieve their goals and drive business growth.
**The Role**
We're seeking a dynamic and strategic Director of Customer Support Systems to oversee the evolution and optimization of our customer-facing systems. As a key member of our leadership team, you'll be responsible for defining and executing the overall strategy for Customer Support, Partnership systems, and integration strategy for Customer Success Systems. You'll work closely with Customer Support, Customer Success, and Partnerships organizations in Customer Outcomes and Business Technology teams to support post-sales customer journey.
**Key Responsibilities**
* **Strategic Leadership**: Define and execute the overall strategy for Customer Support, Partnership systems, and integration strategy for Customer Success Systems, ensuring alignment with business goals and customer needs.
* **Systems Optimization**: Oversee the development, implementation, and continuous improvement of Customer Support and Partnership systems, leveraging advanced influencing and communication skills.
* **Cross-Functional Collaboration**: Partner closely with the Customer Support, Customer Success, and Partnerships organizations in Customer Outcomes and Business Technology teams to ensure systems integration, seamless information flow, and alignment with the overall business strategy.
* **Advanced Influencing & Communication**: Utilize advanced influencing and communication skills to foster alignment across teams, drive change, and create a cohesive vision for Customer Support and Partnership systems.
* **Team Development**: Lead, mentor, and grow a high-performing team of professionals, fostering a culture of collaboration, innovation, and excellence.
* **Vendor Management**: Identify, negotiate, and manage partnerships with third-party vendors to ensure the delivery of top-notch tools and services.
* **Performance Metrics**: Establish, track, and report key performance indicators to gauge success and identify opportunities for improvement.
* **Compliance and Security**: Ensure all systems adhere to industry standards, legal requirements, and best practices in security and data privacy.
* **Budget Management**: Oversee budget planning, allocation, and management within the area of responsibility, employing deep business acumen.
* **Champion, role model, and embed arenaflex's cultural principles**: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team as we scale globally and across new offices.
**Minimum Requirements**
* **Bachelor's degree in Business, Computer Science, Information Technology, or related field**: Master's degree preferred.
* **7+ years of experience in senior leadership roles focusing on Customer Support systems**: Deep business acumen, with a strong understanding of support systems, integration tools, Quality Assurance, and analytics platforms.
* **Advanced influencing and communication skills**: Strong executive presence, exceptional strategic thinking, and problem-solving skills.
* **Excellent collaboration skills**: Experience working closely with Customer Support and Channel teams.
* **A customer-centric mindset**: Focus on delivering value and an excellent customer experience.
**What We Offer**
* **Competitive Total Compensation Package**: Base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles.
* **Flexible Working Model**: Embrace a flexible working model that caters to the diverse needs of our teams.
* **Health Benefits**: Comprehensive health benefits for full-time employees.
* **Samsara for Good Charity Fund**: Opportunities to give back to the community through our charitable fund.
* **Professional Development**: Opportunities for growth and development through training, mentorship, and career advancement.
**How to Apply**
If you're a strategic and dynamic leader with a passion for customer-facing systems, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and are committed to increasing diversity across our team.
**Accommodations**
arenaflex is committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email
[email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
**Flexible Working**
arenaflex embraces a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person, and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements.
**Fraudulent Employment Offers**
arenaflex is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in '@arenaflex.com' or '@us-greenhouse-mail.io'. For more information regarding fraudulent employment offers, please visit our blog post here.
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