Job Description
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. **Job Summary:** We're seeking an experienced and results-driven Sr. Customer Support Manager to join our team in the greater Los Angeles area. As a key member of our Public Safety and Enterprise Solutions team, you will be responsible for managing the Lifecycle Service (LCS) business for assigned customer contracts, ensuring customer satisfaction, and driving operational excellence. If you're a customer-focused professional with a passion for delivering exceptional service, we encourage you to apply. **About arenaflex:** arenaflex is a world leader in the field of professional mobile communications systems, with an impressive heritage of technological innovations and a global base of installed systems. Our main business is the implementation of mission-critical digital mobile communication systems for Government & Public Safety Communications customers. We're committed to providing innovative solutions that help keep people safer everywhere. **Key Responsibilities:** * Act as the primary point of contact for customer management, ensuring service delivery and SLA compliance. * Address customer concerns and drive corrective actions to resolution. * Manage and maintain the scope of services as per contract, ensuring customers understand their obligations. * Provide customers with timely and appropriate reporting as required by the services contract. * Facilitate a smooth transition from project implementation to warranty support and service delivery, working closely with the arenaflex Project Manager. * Collaborate with customers and field teams to create and update Customer Support Plans (CSPs). * Work with customers on up-sell/cross-sell opportunities. * Oversee deliverables and adherence to scope and outcomes for sub-contractors and third-party vendors. * Manage product quality issues (FSBs) as needed. * Engage in the case management process to ensure proper service delivery. * Assist partners and vendors with payment and billing issues. * Manage the service contract renewal process for assigned lower-complexity agreements, including inventory updates, SOW updates, CSP updates, and third-party vendor pricing adjustments. * Handle Installation Agreements (write-up, PO acquisition, and management). * Lead and manage the coordination of variation and other change request responses, and implement approved changes. * Oversee the implementation of changes into service delivery operations in coordination with the customer. * Manage contract change management as needed. * Assist team when needed with the management of assigned service contracts. * Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests. * Gather and provide Booking Packages to SCSO for contract loading. **Operational Excellence and Growth:** * Identify and implement improvements to enhance service quality and ensure best practice delivery. * Ensure all operational documentation remains current and relevant. * Participate in forecasting revenue and margin for Maintenance Agreements, Work Tickets, and Installs. * Achieve stated on-time contract renewal and services growth goals for assigned contracts. **Required Knowledge and Skills:** * Basic knowledge of cyber security principles. * Experience with Salesforce. * Strong communication skills, both oral and written. * Proficiency in MS Office Suite. * Basic financial understanding. * Customer-focused mindset. * Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures. * Preferred: Familiarity with Oracle/Services Lifecycle tool and Excel. * Preferred: Strong working knowledge of Customer Call Center and Network Operations Center offerings and procedures. **Candidate Requirements:** * Must be able to obtain background clearance as required by government customer. * The Sr. CSM will preferably live in the greater Los Angeles County to service the public safety customers within their territory. * The role does require minimal internal traveling (10% - 25%). **Target Base Salary Range:** $100,000 - $125,000 USD Consistent with arenaflex values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. **Benefits:** * Incentive Bonus Plans * Medical, Dental, Vision benefits * 401K * 10 Paid Holidays * Generous Paid Time Off Packages * Employee Stock Purchase Plan * Paid Parental & Family Leave * and more! **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. **Why Join arenaflex?** We're proud of our people-first and community-focused culture, empowering every arenaflexian 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. **Accommodations:** We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you. Apply for this job