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

Introduction to blithequark blithequark, a pioneering force in the realm of camera-based home security solutions, is on a mission to revolutionize the way we protect our homes and loved ones. With a relentless focus on innovation and customer satisfaction, we are seeking an exceptionalSenior Manager of Customer Service to spearhead our Customer Success team. This pivotal role will be instrumental in shaping the strategic direction of our customer experience, ensuring that every interaction with our world-class products and services is seamless, exceptional, and memorable.Job Overview As theSenior Manager of Customer Success at blithequark, you will play a central role in identifying and driving the 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 building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence that resonates throughout the organization.Key Responsibilities Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction, ensuring that every customer interaction is a testament to blithequark's commitment to excellence. Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience, driving a customer-centric approach that permeates every aspect of our business. Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model, leveraging data-driven insights to inform decision-making and implement proven customer success best practices.Build and nurture a high-performing team of technical customer service professionals, recognizing achievements, providing coaching, and fostering a culture of innovation and excellence that inspires and motivates team members to deliver their best work. Represent the voice of the customer and serve as a strategic partner to key stakeholders, ensuring that customer needs are at the forefront of every business decision and that our products and services meet the highest standards of quality and customer satisfaction.Measure, achieve, and communicate agreed-upon key performance indicators, using data to drive decision-making and continuously improve the customer experience. Understand and address customer experience outliers in real-time, demonstrating a proactive and results-oriented approach to customer success that sets blithequark apart from the competition. Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership that motivates and inspires others to strive for excellence.Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience and driving innovation that keeps blithequark at the forefront of the industry. A Day in the Life As theSenior Manager of the Customer Success team at blithequark, your day will be filled with strategic responsibilities designed to ensure exceptional customer experiences. You will start your day by reviewing customer service metrics and identifying areas for improvement, using data to inform decision-making and drive continuous improvement.You will then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently, leveraging the collective expertise of the team to drive innovation and excellence. Throughout the day, you will 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. About the Team blithequark is in the home security business to provide customers with affordable products that protect their homes and loved ones.Our 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 CS org, making sure we deliver against our promise of exceptional service. As a member of this team, you will be part of a dynamic and innovative organization that values customer satisfaction above all else, and you will have the opportunity to make a real difference in the lives of our customers.Qualifications Basic Qualifications 10+ years of experience managing Contact Center Technical support teams for consumer products, with a proven track record of driving customer success and achieving business objectives. 10+ years of experience managing Customer Success teams within a tech company, for consumer products, with a deep understanding of the complexities and challenges of delivering exceptional customer experiences in a fast-paced and dynamic environment. Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives, and a passion for delivering exceptional customer experiences that exceed expectations.Excellent communicator both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive), and a talent for distilling complex ideas into clear and concise language that resonates with diverse audiences. Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES, with a deep understanding of the metrics and methodologies that drive customer success and a proven ability to leverage data to inform decision-making and drive continuous improvement.Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc., with a proficiency in using technology to drive customer success and a willingness to learn and adapt to new tools and platforms. 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.), with a strong foundation in data analysis and a talent for using data to tell compelling stories that drive business outcomes.Preferred Qualifications Fluent in Spanish both written and verbal, with a ability to communicate effectively with diverse audiences and a passion for delivering exceptional customer experiences that transcend language and cultural barriers. Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports, and a talent for building and nurturing high-performing teams that drive customer success and achieve business objectives. Demonstrated track record of building teams and designing processes to improve customer experience, with a deep understanding of the complexities and challenges of delivering exceptional customer experiences in a fast-paced and dynamic environment.Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs, and a willingness to learn and adapt to new technologies, tools, and platforms. Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment, and a passion for delivering exceptional customer experiences that exceed expectations and drive business outcomes. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, and we offer a range of career growth opportunities and learning benefits designed to help you achieve your full potential.As a member of our team, you will have access to training and development programs, mentorship opportunities, and a culture of continuous learning that will help you stay ahead of the curve and drive innovation in the industry. Whether you are looking to advance your career or simply want to stay up-to-date with the latest trends and technologies, we have the resources and support you need to succeed. Work Environment and Company Culture blithequark is a dynamic and innovative organization that values customer satisfaction above all else, and we are committed to creating a work environment that is collaborative, inclusive, and empowering.Our company culture is built on a foundation of customer obsession, innovation, and excellence, and we are dedicated to fostering a workplace that is diverse, equitable, and inclusive. As a member of our team, you will be part of a community that values your contributions, supports your growth and development, and recognizes your achievements. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes a range of perks and benefits designed to support your well-being and recognize your contributions.From comprehensive health insurance to generous paid time off, we have the benefits you need to thrive in your career and achieve a healthy work-life balance. Whether you are looking for opportunities for professional growth, a supportive and inclusive work environment, or simply a chance to make a real difference in the lives of our customers, we have the compensation, perks, and benefits you need to succeed. Conclusion If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we invite you to at blithequark.As aSenior Manager of Customer Service, you will play a critical role in shaping the strategic direction of our customer experience, driving innovation and excellence, and delivering exceptional customer experiences that exceed expectations. With a competitive compensation package, a range of career growth opportunities and learning benefits, and a culture of continuous learning and innovation, we have the resources and support you need to succeed. to and start making a real difference in the lives of our customers!