Experienced Full Stack Customer Experience Manager – Law Enforcement & Corporate Security Solutions
At arenaflex, we're revolutionizing the world of law enforcement and corporate security with cutting-edge software solutions. As a Lead Customer Experience Manager, you'll play a pivotal role in shaping the customer experience and driving business growth. If you're passionate about technology, customer satisfaction, and making a difference in your community, we invite you to join our dynamic team.
About arenaflex
arenaflex is a dynamic small company located in the Denver metro area, dedicated to building state-of-the-art software for law enforcement and corporate security customers. Our mission is to empower those who serve our communities and make our world safer. We're a team of innovators, problem-solvers, and customer advocates, united by a shared passion for delivering exceptional results.
Job Summary
As a Lead Customer Experience Manager, you'll be responsible for developing and implementing strategies to enhance customer interactions and satisfaction. You'll work closely with cross-functional teams, executive leadership, and clients to champion the customer perspective and drive business growth. Your expertise will be instrumental in shaping the customer experience, identifying areas for improvement, and implementing innovative solutions.
Responsibilities and Duties
* Collaborate with clients to refine processes and procedures, ensuring seamless implementation and optimal customer satisfaction
- Conduct scope assessments, define work plans, and oversee groups executing implementation plans
- Liaise between departmental stakeholders and executive leadership to ensure alignment of all systems implementation
- Monitor customers post-rollout and create plans detailing insights and potential improvements for future initiatives
- Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements
- Work closely with the development team to prioritize and advocate for customer needs and develop a roadmap for customer requirements
- Collaborate with the Account Management/CSM team to collect and analyze feedback from clients, tracking key performance indicators like Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
- Develop a deep technical expertise in all facets of the arenaflex solution to provide exceptional customer support
- Liaise between technical and non-technical teams to translate operational needs into technical solutions
- Champion the customer perspective in decision-making processes and propose innovative solutions to enhance the customer experience
- Lead a team of other customer experience managers, including developing and enforcing team processes, mentoring team members, and conducting performance reviews
Ability to Travel
Up to 50% of the time, you'll have the opportunity to travel and engage with clients, partners, and stakeholders to drive business growth and customer satisfaction.
Required Education
* Bachelor's degree in engineering, computer science, or a related field, or equivalent work experience
Required Skills
* Extensive leadership experience and strong teaming abilities
- Excellent problem-solving skills in identifying and resolving customer issues and proactively addressing potential problems
- Experience working with quality management approaches, techniques, and principles to ensure quality project delivery
- Full understanding of software development lifecycle and best practices
- Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to all stakeholders
- Experience leading a team of senior members
Required Experience
* Minimum of 7 years of experience in the IT field as a senior customer experience or implementation manager, including interactions with customers, project management, and development
Preferred Experience
* Job experience in public safety, law enforcement, CAD, and/or RMS
Other Requirements
* Language: English
- Ability to pass a full CJIS compliant fingerprint-based background check, which is required for individuals needing access to criminal justice information (CJI)
- U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
Benefits
* Competitive salary and bonus program in an entrepreneurial environment
- Excellent health, dental, and vision insurance with generous company contribution
- Flex Spending Accounts
- Unlimited paid vacation
- 12 paid company holidays
- Paid Sick Time
- Paid Parental Leave
- 401k with company matching
- EcoPass provided for Colorado-based employees
Why Join arenaflex?
* Be part of a dynamic team shaping the future of law enforcement and corporate security
- Collaborate with innovators, problem-solvers, and customer advocates
- Drive business growth and customer satisfaction through exceptional leadership and expertise
- Enjoy a competitive salary and benefits package
- Contribute to making a positive impact in your community and the world
How to Apply
If you're passionate about customer experience, technology, and making a difference, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. Apply to this job We look forward to welcoming you to the arenaflex team! Apply for this job