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

Introduction to blithequark

blithequark, a pioneering force in 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 exceptional Senior Manager of Customer Service to spearhead our Customer Success team. This pivotal role will be instrumental in shaping the strategic direction of our customer service organization, ensuring that every interaction with our world-class products and services is seamless, exceptional, and memorable.

About the Role

As the Senior 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. Your expertise will be crucial in developing strategic partnerships with cross-functional teams, providing valuable insights, influencing the product roadmap, and maximizing the end-to-end customer experience. This is a unique opportunity to join a dynamic team that is passionate about delivering outstanding service and customer obsession, and to contribute to the growth and success of blithequark.

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 exceptional and memorable.
• Collaborate closely with Product, Engineering, and other departments to advocate for customer needs, enhance the overall product experience, and drive continuous improvements in the service delivery model.
• Identify opportunities to streamline processes, optimize resources, and build a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence.
• Use data-driven insights to make informed decisions, implement proven customer success best practices, and measure, achieve, and communicate agreed-upon key performance indicators.
• Represent the voice of the customer, serve as a strategic partner to key stakeholders, and lead and inspire a culture of customer obsession and excellence within the organization.
• Collaborate directly with leadership from our numerous Customer Success teams to manage existing development, implement AI into our workflows, and evolve the customer experience.

A Day in the Life

As the Senior Manager of the Customer Success team at blithequark, your day will be filled with strategic responsibilities to ensure exceptional customer experiences. You will start your day by reviewing customer service metrics, identifying areas for improvement, and meeting with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you will collaborate closely with cross-functional teams, advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience.

About the Team

blithequark is committed to providing customers with affordable products that protect their homes and loved ones. Our Customer Success team delights our customers and improves their experience with our products through outstanding service and 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.

Qualifications

Essential 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 strong understanding of CSAT methodologies and methods.
• Proactive, results-oriented mindset, with excellent communication skills, both verbal and written, and the ability to deliver presentations and influence collaborators at all levels.
• Applied experience with CSAT methodologies, such as Linkert, Binary, Rating, and Semantic Differential, and methods, including CSAT, NPS, and CES.
• Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, and other relevant tools.
• Intermediate-level experience with Excel or Tableau, including pivot tables, charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, and macros.

Preferred Qualifications

• Fluency in Spanish, both written and verbal, with the ability to communicate effectively with diverse customer groups.
• Proven leadership skills, with a focus on partnering with leaders across the organization and direct reports, and a demonstrated track record of building teams and designing processes to improve customer experience.
• Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs, with strong leadership skills and the ability to inspire and motivate teams.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Senior Manager of Customer Success, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences, and to contribute to the growth and success of blithequark.

Work Environment and Company Culture

blithequark is a dynamic and innovative company that values diversity, inclusion, and customer obsession. Our work environment is fast-paced and collaborative, with a focus on delivering exceptional customer experiences and driving business success. We offer a range of perks and benefits, including competitive salaries, comprehensive health insurance, retirement savings plans, and paid time off. Our company culture is built on a foundation of respect, empathy, and teamwork, and we are committed to creating a workplace that is inclusive, supportive, and fun.

Compensation and Benefits

blithequark offers a competitive compensation and benefits package, including a salary range that is commensurate with experience, comprehensive health insurance, retirement savings plans, and paid time off. We also offer a range of perks and benefits, including flexible working hours, remote work options, and professional development opportunities.

Conclusion

If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Senior Manager, Customer Success and Experience role at blithequark. This is a unique opportunity to join a dynamic team that is committed to innovation, customer satisfaction, and growth, and to contribute to the success of a leading provider of camera-based home security solutions. Apply now to take the first step in an exciting and rewarding career with blithequark.