Senior Manager, Customer Service – Customer Success Strategist at blithequark

Are you a seasoned customer service leader with a passion for driving exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service – Customer Success Strategist. At blithequark, we're committed to delivering world-class products and services that exceed our customers' expectations. As a key member of our dynamic Customer Service organization, you'll play a pivotal role in shaping the strategic direction of our Customer Success team. Your expertise will be instrumental in identifying and driving the changes necessary to improve operational and organizational efficiency, ensuring our customers have a seamless and exceptional experience with our products and services.

About blithequark

blithequark is a forward-thinking company that's revolutionizing the home security industry with innovative, camera-based solutions that protect our customers' homes and loved ones. Our Customer Service team is dedicated to delivering outstanding service and customer obsession, delighting our customers and improving their experience with our product. As a Senior Manager of Customer Service, you'll report directly to our Head of Customer Service and lead the Customer Success team within our CS org, ensuring we deliver against our promise of exceptional service.

Key Responsibilities

As our Senior Manager of Customer Service – Customer Success Strategist, you'll be responsible for:

• Spearheading the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction
• Collaborating closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience
• Identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model
• Building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence
• Using data-driven insights to make informed decisions and implement proven customer success best practices
• Representing the voice of the customer and serving as a strategic partner to key stakeholders
• Measuring, achieving, and communicating agreed-upon key performance indicators
• Understanding and addressing customer experience outliers in real-time
• Leading and inspiring a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership
• Collaborating 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 our Senior Manager of Customer Success, your day will be filled with strategic responsibilities to ensure exceptional customer experiences. You'll start your day by reviewing customer service metrics and identifying areas for improvement. You'll then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you'll collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. You'll also streamline processes, optimize 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

Our Customer Service team is dedicated to delivering outstanding service and customer obsession, delighting our customers and improving their experience with our product. We're a dynamic and fast-paced team that thrives in a collaborative environment. As a Senior Manager of Customer Service, you'll be part of a team that's passionate about customer success and committed to driving exceptional experiences.

Requirements

To be successful in this role, you'll need:

• 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 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.)
• Fluency 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

What We Offer

As a Senior Manager of Customer Service at blithequark, you'll enjoy a competitive compensation package, including:

• A comprehensive benefits program, including medical, dental, and vision coverage
• A 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development
• A dynamic and collaborative work environment
• A chance to work with a leading provider of camera-based home security solutions

How to Apply

If you're a seasoned customer service leader with a passion for driving exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!

Equal Opportunity Employer

blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. Apply for this job