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

Introduction to blithequark

blithequark, a pioneering force in the home security industry, is dedicated to providing cutting-edge, camera-based solutions that safeguard homes and loved ones. Our commitment to innovation and customer satisfaction has positioned us as a leader in the market. We are now seeking an exceptional Senior Manager of Customer Service to join our vibrant Customer Service organization. This pivotal role will lead our Customer Success team, driving the strategic direction to ensure seamless, exceptional experiences with our world-class products and services.

Job Overview

As the Senior Manager of Customer Success at blithequark, you will play a central role in identifying and driving changes necessary to improve operational and organizational efficiency. You will develop strategic partnerships with cross-functional teams to provide valuable insights, influence the product roadmap, and maximize the end-to-end customer experience – a core tenet of blithequark's customer-obsessed leadership philosophy. Your expertise will be crucial in spearheading the strategy and execution for the Customer Success team, delivering frictionless support, and enabling customer satisfaction.

Key Responsibilities

• Spearhead the strategy and execution for the Customer Success team to deliver frictionless 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.

A Day in the Life

As the Senior Manager of the Customer Success team at blithequark, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You’ll streamline processes, optimizing resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, recognizing achievements, and providing coaching to your team.

About the Team

blithequark is in the home security business to provide customers with affordable products that protect their homes and loved ones. blithequark's Customer Service team delights our customers and improves their experience with our products through outstanding service and customer obsession. The Sr. Manager Customer Success reports directly to blithequark's Head of Customer Service and leads the Customer Success team within our Customer Service organization, making sure we deliver against our promise of exceptional service.

Basic Qualifications

• 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.
• Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives.
• Excellent communicator, both verbally 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.).

Preferred Qualifications

• Fluent in Spanish, both written and verbal.
• Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports.
• Demonstrated track record of building teams and designing processes to improve customer experience.
• 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.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Senior Manager of Customer Service, you will have access to a wide range of training programs, workshops, and conferences to enhance your skills and knowledge. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Our culture of innovation and excellence provides a dynamic and supportive environment where you can thrive and grow in your career.

Work Environment and Company Culture

blithequark's work environment is fast-paced, dynamic, and collaborative. We believe in fostering a culture of innovation, excellence, and customer obsession. Our team members are passionate about delivering exceptional customer experiences, and we provide a supportive and inclusive environment where everyone can thrive. We celebrate diversity and promote equal opportunities for all employees, regardless of their background, gender, or ethnicity.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary, bonus, and benefits. Our perks and benefits include flexible working hours, remote work options, professional development opportunities, and access to the latest technology and tools. We also provide a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Manager, Customer Service and Success role at blithequark. This is an exciting opportunity to join a dynamic team and contribute to the growth and success of our company. With your expertise and passion for delivering exceptional customer experiences, you can make a real difference at blithequark. Apply now and take the first step towards a rewarding and challenging career with a leading home security company.