Join arenaflex, a global market leader in innovative AI-enhanced technology, as we continue to revolutionize the way organizations work. With a vision to make the world work better for everyone, arenaflex is on a mission to empower businesses to find smarter, faster, and better ways to work. As a key member of the Customer Outcomes team, you will play a crucial role in driving consumption, adoption, and customer satisfaction, helping customers realize the value of their arenaflex investment.
**About arenaflex**
arenaflex is a global leader in providing intelligent cloud-based platforms that seamlessly connect people, systems, and processes. Our cutting-edge technology has transformed the way businesses operate, and we continue to push the boundaries of innovation. With a strong commitment to customer success, we strive to make the world work better for everyone.
**Job Description**
**Team Overview**
The Customer Outcomes team at arenaflex is dedicated to helping customers achieve their business goals by providing prescriptive guidance. As a key member of this team, you will drive consumption, adoption, and customer satisfaction, helping customers realize the value of their arenaflex investment.
**Role Overview**
As a Sr. Manager, Customer & Industry Workflow, you will lead a team of Business and Technical Consultants responsible for delivering high-quality work related to Customer Service. This includes consultation, advisory, implementation, and configuration work for arenaflex Customer Service products.
**Key Responsibilities**
* Provide technical leadership to Consultants, Customers, and Partners, often in a billable capacity.
* Hire, enable, develop, and manage high-performing experts who consult, implement, and configure arenaflex Customer Service Delivery products.
* Support Sales Teams in sales pursuits to ensure customer outcomes are achieved.
* Partner with internal teams to support enablement with training, product management, and best practices.
* Serve as a Steering Committee member on engagement projects focused on delivering successful customer outcomes.
* Manage and prioritize multiple complex initiatives.
* Promote continuous improvement practices for delivery and engagement materials.
**Key Performance Measurements**
* Professional services business metrics (budgets, revenue, etc.).
* Productivity and utilization of self and team.
* Customer satisfaction on team engagements.
* Implementation expertise for arenaflex Customer Workflow Solutions or similar software solution.
* Product consumption and adoption.
* Talent recruitment and development.
* Up to 50% travel annually.
**Qualifications**
To be successful in this role, you will have:
* Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
* 3+ years of leadership experience in a professional services organization.
* 5+ years of consulting experience for complex, global organizations.
* Experience in Resource Management and Engagement Scheduling.
* Proven ability to influence and consult on Customer Service and/or FSM.
* Experience speaking to customer leaders to extract outcome expectations and influence their thinking.
* Significant experience defining and deploying future-state Customer Service and/or Industry digital transformations.
* Experience with leading Customer Service and/or FSM systems and tools such as Salesforce, Remedy, ServiceMax, ServiceNow, etc.
* Outstanding communication skills with confident presentation and facilitation skills.
* Dedication to customer success.
* Ability to interact with and influence a wide range of employees, including senior management.
* Strong interpersonal skills and customer-centric attitude.
* Experience leading and mentoring a team of eight or more employees.
* Experience with people development, including coaching and mentoring.
* Strong organizational and time management skills.
* Experience monitoring and summarizing business and financial metrics.
* Proactive attitude, critical thinking, problem-solving, escalation, and conflict resolution skills.
* Industry certifications such as arenaflex CIS-CSM, Salesforce Service Cloud are a plus.
**What We Offer**
* A dynamic and innovative work environment that encourages creativity and growth.
* Opportunities for professional development and career advancement.
* A competitive salary and benefits package.
* A collaborative and supportive team environment.
* The chance to work on high-profile projects and make a real impact on our customers' businesses.
* A flexible and remote work arrangement that allows you to balance your work and personal life.
**Work Environment and Culture**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. We believe in the importance of work-life balance and offer flexible work arrangements to ensure that our employees can thrive both in and out of the office. Our culture is built on a foundation of trust, respect, and open communication, and we strive to make the world work better for everyone.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment that reflects the communities we serve. We welcome applications from candidates of all backgrounds, including those from underrepresented groups.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact
[email protected] for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), arenaflex may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon arenaflex obtaining any export license or other approval that may be required by relevant export control authorities.
**How to Apply**
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
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