Experienced Full Stack Customer Support Manager – Mission-Critical Systems and Services

At arenaflex, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security, and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals, and safer businesses. Connect with a career that matters, and help us build a safer future.

About arenaflex

arenaflex is a leading provider of mission-critical communication solutions, video security, and command center technologies. Our innovative products and services empower public safety agencies and enterprises to work more efficiently and effectively, ensuring the safety and security of people and communities worldwide. With a strong commitment to customer satisfaction, we strive to deliver exceptional support and services that meet the evolving needs of our customers.

Job Description

We are seeking an experienced Full Stack Customer Support Manager to join our EMEA Support Services team. As a Customer Support Manager, you will act as the customer advocate and be the focal point for all customer service-related escalations relating to our mission-critical systems. These systems include Land Mobile Radio solutions, Software solutions such as Mission Critical Broad Band Push to Talk (MCPTT), and Two-way Radio products.

Scope of Responsibilities: Operations

* The Customer advocate, providing Customers with a single point of contact, to ensure service delivery and Service Level Agreements (SLA) compliance, including ensuring the correct level of quality escalations and timely resolutions are carried out

• Maintains product and software lifecycle plans including ensuring plans are provided/maintained from third-party vendors
• Manages sub-contractors deliverables and adherence against Customer contractual commitments
• Executes the support service business plan, manage and report orders, revenue, and costs, including identifying and implementing areas for improvement to ensure improved service margin, quality, and best practice delivery
• Ensure a smooth transition from project implementation to warranty support and service delivery
• Manage the service contract renewal process for all assigned service agreements

Scope of Responsibilities: Business Development

* Engage with the Customer to identify upsell opportunities within existing accounts, including software support solutions that are adapted to the Customers operational needs, capabilities, and in turn mitigate the Customers operational risks

• Support the account managers when engaging with the Customers including; Customer meetings, financial and commercial negotiations, road shows, etc.
• Support the Pre-sales team with tender/proposal costs, risks & pricing, including supporting the Procurement team in sub-contractor scope, SLA’s, commercial negotiations, and contract set-up

Basic Requirements

*

Expectations: Personal skills, work, and management style:

+ Excellent communication skills in English (verbal, written, and presentation) + Experience either within a Level 2 Technical Support Operations, Project Management, or Customer Support business environment including the ability to work with the Customer / End users at both Management and User levels + Effective stakeholder management skills (internal and external), including the ability to articulate ideas clearly and concisely + Ability to plan, prioritize, and meet strict deadlines, with a business, commercial, and financial acumen including strong analytical skills + Capable of working through commercial issues and recommending courses of action with experience of problem-solving and conflict resolution + Self-motivated and the ability to effectively prioritize and multi-task, demonstrate flexibility and ownership within a fast-changing and ambiguous environment

Educational Background:

+ Successful candidates are likely to hold either a Bachelor’s degree from an accredited institution within a business or technical field + OR + A minimum of 7 years’ experience working in an external customer interfacing role specifically in the Telecommunications, Software Enterprise, or IT Industry

Security Clearance:

+ All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements

Travel Requirements

* 25-50%

Relocation Provided

* None

Position Type

* Experienced

Referral Payment Plan

* Yes

Company

* arenaflex Germany GmbH

EEO Statement

arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every arenaflex employee to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

Why Join arenaflex?

* Collaborate with a talented team of professionals who share your passion for innovation and customer satisfaction

• Develop your skills and expertise through ongoing training and professional development opportunities
• Contribute to the development of cutting-edge technologies that make a real difference in people’s lives
• Enjoy a dynamic and inclusive work environment that values diversity, equity, and inclusion
• Take advantage of competitive compensation and benefits packages, including comprehensive health insurance, retirement plans, and paid time off

How to Apply

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job