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

Introduction to blithequark and the Role

blithequark, a pioneering force in camera-based home security solutions, is on the hunt for an exceptional and visionary Senior Manager of Customer Service to join our vibrant Customer Service organization. As a key player in this dynamic team, you will spearhead our Customer Success team, setting the strategic direction to ensure our customers enjoy a seamless and exceptional experience with our world-class products and services. This pivotal role is at the heart of our customer-obsessed leadership philosophy, where the customer's voice is paramount, and their satisfaction is the ultimate goal.

About the Job

In this critical position, you will identify and drive the necessary changes to enhance operational and organizational efficiency, ensuring that our customers receive the best possible support. You will forge strategic partnerships with cross-functional teams to provide invaluable insights, influence the product roadmap, and maximize the end-to-end customer experience. Your expertise and innovative approach will be instrumental in shaping the future of customer service at blithequark, making this an exciting opportunity for a seasoned professional looking to make a lasting impact.

Key Responsibilities

• Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction, ensuring that every interaction with blithequark is positive and memorable.
• Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience, fostering a culture of customer-centricity across the organization.
• Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model, leveraging data-driven insights to inform decisions and implement proven customer success best practices.
• Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, recognizing achievements, and providing coaching to ensure the team's continued growth and success.
• Represent the voice of the customer and serve as a strategic partner to key stakeholders, ensuring that customer needs are always at the forefront of our decision-making processes.
• Measure, achieve, and communicate agreed-upon key performance indicators, using data to tell the story of our customer success and identify areas for further improvement.
• Understand and address customer experience outliers in real-time, demonstrating a proactive and results-oriented approach to customer service 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 empowers teams to deliver exceptional customer experiences.
• 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 staying at the forefront of innovation in customer service.

A Day in the Life

As the Senior 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 this data to inform your decisions and drive positive change. You will then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently, fostering a collaborative and solutions-focused environment. Throughout the day, you will work closely with cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. Your focus will be on streamlining processes, optimizing resources, and driving continuous improvements, all while building and nurturing a high-performing team of technical customer service professionals who share your passion for customer success.

About the Team

At blithequark, we are dedicated to providing customers with affordable products that protect their homes and loved ones. Our Customer Service team is at the heart of this mission, delighting our customers and improving their experience with our products through outstanding service and a relentless focus on customer obsession. As the Senior Manager of Customer Success, you will report directly to blithequark's Head of Customer Service and lead the Customer Success team within our Customer Service organization, ensuring that we deliver against our promise of exceptional service and making a tangible difference in the lives of our customers.

Essential Qualifications

• 10+ years of experience managing Contact Center Technical support teams for consumer products, with a proven track record of success in driving customer satisfaction 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.
• A proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives, and a passion for leveraging data-driven insights to inform decisions and drive positive change.
• Excellent communication skills, both verbal and written, with the 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 compelling narratives.
• 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 underpin exceptional customer experiences.
• 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 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 talent for analyzing data and using insights to drive decision-making.

Preferred Qualifications

• Fluency in Spanish, both written and verbal, with the ability to communicate effectively with customers and colleagues who speak Spanish as their primary language.
• Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports, and a talent for building and motivating high-performing teams.
• A 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.
• The ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs, and a willingness to pivot when necessary to ensure the continued success of the team and the organization.
• Strong leadership skills, with the ability to inspire and motivate teams in a fast-paced and dynamic environment, and a passion for fostering a culture of innovation and excellence that empowers teams to deliver exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement, professional development, and continuous learning. As a Senior Manager of Customer Success, you will have the chance to develop your skills and expertise, taking on new challenges and responsibilities as you grow and evolve in your role. You will be part of a dynamic and innovative team, working with talented professionals who share your passion for customer success and your commitment to delivering exceptional customer experiences.

Work Environment and Company Culture

blithequark is a dynamic and innovative company, with a culture that is fast-paced, collaborative, and customer-obsessed. We believe in fostering a work environment that is inclusive, supportive, and empowering, where every employee has the opportunity to thrive and grow. Our company culture is built around a shared passion for delivering exceptional customer experiences, and we are committed to creating a workplace that is engaging, motivating, and fun. As a Senior Manager of Customer Success, you will be part of a team that is dedicated to making a difference in the lives of our customers, and you will have the opportunity to contribute to a culture that is truly unique and special.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support the well-being and success of our employees. These may include health insurance, retirement savings plans, paid time off, and opportunities for professional development and growth. We believe in recognizing and rewarding the contributions of our employees, and we offer a range of incentives and bonuses to motivate and inspire our teams.

Conclusion

If you are a seasoned customer service professional with a passion for delivering exceptional customer experiences, and a talent for leading and motivating high-performing teams, we want to hear from you. As a Senior Manager of Customer Success at blithequark, you will have the opportunity to make a real difference in the lives of our customers, and to contribute to a culture that is truly unique and special. You will be part of a dynamic and innovative team, working with talented professionals who share your commitment to customer success and your passion for delivering exceptional customer experiences. So why not apply today, and take the first step towards an exciting and rewarding career at blithequark?