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

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our innovative products and services. As a leading provider of cutting-edge solutions, we are committed to fostering a culture of customer obsession, where every interaction is an opportunity to delight and exceed expectations. Our mission is to empower customers with seamless, world-class experiences that build trust, loyalty, and long-term relationships. To achieve this, we are seeking an experienced and visionary Senior Manager of Customer Service and Success to join our dynamic team.

About the Role

As the Senior Manager of Customer Service and Success at blithequark, you will play a pivotal role in shaping the strategic direction of our Customer Success team. Your primary objective will be to ensure that our customers have a frictionless, exceptional experience with our products and services. You will achieve this by developing and executing a comprehensive strategy that drives customer satisfaction, loyalty, and retention. Your expertise in customer success methodologies, such as CSAT, NPS, and CES, will be instrumental in informing data-driven decisions that optimize our service delivery model.

Key Responsibilities

• Spearhead the strategy and execution for the Customer Success team to deliver exceptional support and enable customer satisfaction
• Collaborate closely with cross-functional teams, including Product, Engineering, and other departments, to advocate for customer needs and enhance the overall product experience
• Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model
• Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence
• Use data-driven insights to make informed decisions and implement proven customer success best practices
• Represent the voice of the customer and serve as a strategic partner to key stakeholders
• Measure, achieve, and communicate agreed-upon key performance indicators
• Understand and address customer experience outliers in real-time
• Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• 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
• Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives
• Excellent communication skills, both verbal and written, with the ability to deliver presentations and influence stakeholders at all levels
• Applied experience with CSAT methodologies, including Linkert, Binary, Rating, and Semantic Differential
• Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, and other relevant tools
• Intermediate-level proficiency in Excel or Tableau, including pivot tables, charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, and macros
• Fluency in Spanish, both written and verbal

Preferred Qualifications

While not essential, the following preferred qualifications will be advantageous in this role:

• Proven track record of building high-performing teams and designing processes to improve customer experience
• Experience with AI-powered customer service tools and workflows
• Strong leadership skills, with the ability to inspire and motivate teams in a fast-paced and dynamic environment
• Ability to thrive in a rapidly changing environment, adapting quickly to shifting priorities and business needs

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strategic thinking: Ability to develop and execute a comprehensive strategy that drives customer satisfaction and loyalty
• Collaboration and influencing: Ability to work closely with cross-functional teams and stakeholders to advocate for customer needs and enhance the overall product experience
• Data analysis and interpretation: Ability to analyze and interpret complex data sets to inform data-driven decisions
• Leadership and team management: Ability to build and nurture high-performing teams, fostering a culture of innovation and excellence
• Communication and presentation: Ability to deliver presentations and influence stakeholders at all levels, both verbally and in writing

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Senior Manager of Customer Service and Success, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs: Opportunities to develop new skills and competencies through training and development programs
• Mentorship and coaching: Access to experienced mentors and coaches who can provide guidance and support in your career
• Cross-functional collaboration: Opportunities to work closely with other departments and teams, broadening your understanding of the business and developing new skills
• Industry conferences and events: Opportunities to attend industry conferences and events, staying up-to-date with the latest trends and developments in customer success

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the following values:

• Customer obsession: We are passionate about delivering exceptional customer experiences and exceeding expectations
• Innovation and excellence: We strive for innovation and excellence in everything we do, from product development to customer service
• Collaboration and teamwork: We believe in the power of collaboration and teamwork, working closely with cross-functional teams to achieve our goals
• Diversity and inclusion: We are committed to fostering a diverse and inclusive work environment, where everyone feels valued and respected

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a range of perks and benefits, such as:

• Competitive salary: A salary that reflects your experience and qualifications
• Bonus and incentive schemes: Opportunities to earn bonuses and incentives based on performance
• Comprehensive benefits package: A range of benefits, including health insurance, retirement savings, and paid time off
• Professional development opportunities: Opportunities to develop new skills and competencies through training and development programs

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for the Senior Manager, Customer Service and Success role at blithequark. With your expertise and passion for delivering exceptional customer experiences, you will play a pivotal role in shaping the strategic direction of our Customer Success team and driving business growth. Join our dynamic team and be part of a company that is committed to innovation, excellence, and customer obsession.