At arenaflex, we're on a mission to revolutionize the healthcare technology landscape by empowering meaningful care collaboration and real-time patient insights. As a leading North American healthcare technology platform, we've been dedicated to realizing our vision for over 20 years, growing exponentially with over 2,200 employees working tirelessly to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures, arenaflex leads the way in creating cloud-based healthcare software.
**Join Our Dynamic Team**
At arenaflex, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
**About the Role**
We're seeking an exceptional Vice President, Customer Support to lead the strategic direction and execution of Customer Support at arenaflex. As a key member of our leadership team, you'll be responsible for driving customer loyalty, ensuring high customer satisfaction, and delivering world-class experiences across all support channels. With direct reports at the Director/Manager level, you'll oversee the management of customer programs, new processes, and best practices, working cross-functionally with Product, Operations, Marketing, and Services on customer experience.
**Key Responsibilities**
* Lead the vision for Customer Support Management at arenaflex, ensuring current programs and strategy will scale with growth.
* Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services.
* Display leadership skills to inspire and motivate staff to provide world-class experiences at all times.
* Work cross-functionally to promote customer service in adjacent departments that impact Customer Support such as Sales, and Customer Success.
* Develop and track Customer Support KPIs, and use data to influence and drive visible results.
* Drive utilization and optimization of technology and execute on sound business plans for investment in technology.
* Establish operational infrastructure to lead initiatives to ensure high CSAT and goals.
* Play a critical role in developing a geographically remote support team.
**Your Key Strengths**
* 10+ years leading B2B/B2C support organizations with 100+ support analysts.
* Experience in fast-paced, rapidly growing, and changing SaaS-based organizations.
* Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms.
* Background in overseeing training programs for development of IC and managers.
* Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers.
* Proven track record of driving operational improvements and end-to-end customer experience.
* Experience directly hiring and managing a geographically distributed team.
* Proven track record of managing SLAs and customer-centric metrics.
* Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility.
**Optional: Bonus Skills**
* Understanding of the Healthcare sector.
* Worked in Organizations $500M+ in revenue.
* Led implementation of AI-driven tools and processes.
**Compensation and Benefits**
At arenaflex, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $220,000 - $245,000 + bonus or commission + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
**arenaflex Benefits & Perks**
Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition … and more!
**Equal Employment Opportunity**
It is the policy of arenaflex to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. arenaflex welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact
[email protected] should you require any accommodations.
**Application and Data Protection**
When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how arenaflex uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact arenaflex's human resources team:
[email protected]
**Information Security**
arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
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