**Join arenaflex, the Customer Company, inspiring the future of business with AI, Data, and CRM.**
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where you can drive strategic and tactical initiatives to drive business growth and customer satisfaction? Look no further! arenaflex is seeking an experienced Senior Manager/Director - Customer Centric Engineering to join our team.
**About arenaflex**
arenaflex is the Customer Company, inspiring the future of business with AI, Data, and CRM. We're a global leader in customer relationship management, empowering businesses to connect with their customers in a whole new way. Our cloud applications handle billions of transactions every single day for 100,000+ companies who demand high quality, responsiveness, and predictability. We're committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
**The Role**
As a Senior Manager/Director - Customer Centric Engineering, you will lead a team of CCE Availability engineers to achieve objectives, including the attainment of targets for resolution time and customer satisfaction. You will be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals. You will build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support. You will be an ambassador for Customer Trust and drive accountability through influence.
**Responsibilities**
* Lead a team of CCE Availability engineers to achieve objectives, including the attainment of targets for resolution time and customer satisfaction
* Be accountable for the success of the team, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals
* Build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support
* Be an ambassador for Customer Trust and drive accountability through influence
* Quarterback highly visible, critical technical escalations ensuring timely and complete resolution
* Lead cross-functional efforts to solve for the root cause
* Inspire trust and confidence in arenaflex when communicating with customers
* Drive cross-departmental critical initiatives identified in partnership with various stakeholders such as Technical Support, Software Engineering, and Infrastructure
**Requirements**
* 8+ years of experience in product management, software engineering, technical support, or a similar technical role
* 3+ years of people management experience
* The ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated, and informed
* Deep empathy for the customer mindset; think customer-first and effectively prioritize and escalate customer issues as required
* Outstanding interpersonal skills conducive to collaboration and building bridges across organizational boundaries, including at the executive and C-level
* Ability to thrive in a dynamic, fast-paced environment where you must execute at both the strategic and tactical level
* Familiarity with the database, application, and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
* BA/BS Degree (or equivalent) in a technical field
**What We Offer**
* Competitive salary range: $200,800 to $334,600
* Incentive compensation, equity, and benefits
* Opportunity to work with a global leader in customer relationship management
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) matching program
* Paid time off and holidays
* Flexible work arrangements, including remote work options
**How to Apply**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role.
**Accommodations**
arenaflex is committed to providing a workplace that is inclusive and accessible to all employees. If you require accommodations due to a disability, please submit a request via our Accommodations Request Form.
**Equal Employment Opportunity**
arenaflex is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
**Posting Statement**
arenaflex believes that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
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