Experienced Full Stack Technical Manager – Customer Workflow Expert Services

Join arenaflex, a global market leader in innovative AI-enhanced technology, as we continue to transform the way organizations work. With a vision to make the world work better for everyone, we're seeking an experienced Full Stack Technical Manager to lead our Customer Workflow Expert Services team. As a key member of our Customer Outcomes team, you'll drive consumption, adoption, and customer satisfaction, helping our customers realize the value of their arenaflex investment.

About arenaflex

arenaflex was founded in 2004 by a visionary engineer, Fred Luddy, who saw the potential to revolutionize how we work. Today, we're a global leader, bringing intelligent cloud-based technology to over 8,100 customers, including 85% of the Fortune 500. Our platform seamlessly connects people, systems, and processes, empowering organizations to find smarter, faster, and better ways to work.

Job Description

Team Overview

The Customer Outcomes team at arenaflex helps customers achieve their business goals by providing prescriptive guidance. As part of this team, you'll 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'll 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'll 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.

Why Join arenaflex?

* Work with a global market leader in innovative AI-enhanced technology.

• Collaborate with a diverse team of experts from around the world.
• Develop your skills and expertise in a fast-paced and dynamic environment.
• Enjoy a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
• Participate in our employee recognition and reward program.
• Take advantage of our flexible work arrangements, including remote work options.
• Enjoy access to our state-of-the-art facilities and equipment.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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're a motivated and experienced professional looking to join a dynamic team, please submit your application, including your resume and a cover letter, to the link below. Apply Job! We look forward to hearing from you! Apply for this job