Senior Manager, Customer Service and Success – Leading Customer Experience Transformation at blithequark

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through innovative solutions and a customer-obsessed leadership philosophy. As a leading provider of cutting-edge products and services, we are committed to making a positive impact on our customers' lives. Our dynamic Customer Service organization is dedicated to ensuring seamless and exceptional interactions with our world-class offerings. We are now seeking an experienced and innovative Senior Manager of Customer Service to join our team and lead our Customer Success efforts.

About the Role

As the Senior Manager of Customer Success at blithequark, you will play a pivotal role in setting the strategic direction for our Customer Success team. Your primary objective will be to ensure our customers have a frictionless and exceptional experience with our products and services. You will be responsible for identifying and driving changes necessary to improve operational and organizational efficiency, developing strategic partnerships with cross-functional teams, and maximizing the end-to-end customer experience.

Key Responsibilities

• Spearhead the strategy and execution for the Customer Success team to deliver exceptional support and enable customer satisfaction
• Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience
• Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model
• Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence
• Use data-driven insights to make informed decisions and implement proven customer success best practices
• Represent the voice of the customer and serve as a strategic partner to key stakeholders
• Measure, achieve, and communicate agreed-upon key performance indicators
• Understand and address customer experience outliers in real-time
• Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership
• Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience

Requirements and Qualifications

To be successful in this role, you should have:

• 10+ years of experience managing Contact Center Technical support teams for consumer products
• 10+ years of experience managing Customer Success teams within a tech company, for consumer products
• A proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives
• Excellent communication skills, both verbal and written, with the ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive)
• Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES
• Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.
• Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.)
• Fluency in Spanish, both written and verbal
• Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports
• A demonstrated track record of building teams and designing processes to improve customer experience
• The ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs
• Strong leadership skills, with the ability to inspire and motivate teams in a fast-paced and dynamic environment

Preferred Qualifications

• Experience working in a customer-obsessed organization, with a deep understanding of customer needs and preferences
• Knowledge of AI and machine learning technologies, and their applications in customer service and success
• Experience with agile methodologies and lean principles, with a focus on continuous improvement and process optimization
• A strong understanding of customer experience metrics, including CSAT, NPS, and CES, and how to use them to drive business decisions
• Experience working with cross-functional teams, including Product, Engineering, and Marketing, to drive customer-centric initiatives

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Senior Manager of Customer Success, you will have opportunities to:

• Develop and implement strategic plans to drive customer success and growth
• Collaborate with cross-functional teams to drive customer-centric initiatives
• Build and lead high-performing teams, fostering a culture of innovation and excellence
• Stay up-to-date with the latest trends and technologies in customer service and success, through ongoing training and professional development
• Advance your career, with opportunities for growth and advancement within the organization

Work Environment and Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our culture is built on a foundation of customer obsession, innovation, and excellence. As a Senior Manager of Customer Success, you will be part of a team that is passionate about delivering exceptional customer experiences, and is committed to making a positive impact on our customers' lives.

Compensation and Benefits

We offer a competitive compensation and benefits package, including:

• A salary range that reflects your experience and qualifications
• A comprehensive benefits package, including medical, dental, and vision coverage
• A 401(k) plan, with company match
• Paid time off, including vacation, sick leave, and holidays
• Opportunities for professional development and growth

Conclusion

If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Senior Manager of Customer Success at blithequark, you will have the chance to make a real impact on our customers' lives, and to be part of a dynamic and inclusive team that is committed to excellence. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of the blithequark family!