Vice President, Customer Support – Transformational Leader for Exceptional Customer Experience and Strategic Growth at arenaflex

Introduction to arenaflex

arenaflex is a pioneering North American healthcare technology platform that empowers meaningful care collaboration and delivers real-time patient insights. With a rich history spanning over 20 years, our vision is to create a world where healthcare providers and plans can confidently deliver frictionless care. As a leader in cloud-based healthcare software, we have experienced exponential growth, with over 2,200 employees dedicated to making a profound impact on the lives of millions across North America. Recognized for our exceptional corporate culture and innovative approach, we invite you to join our dynamic team and be part of a journey that is transforming the healthcare landscape.

About the Team and Role

Reporting to the Senior Vice President, Customer Care, the Vice President, Customer Support will spearhead the strategic direction and execution of Customer Support at arenaflex. As a seasoned leader, you will oversee a team of Directors and Managers who are responsible for managing customer programs, implementing new processes, and establishing best practices for customers across various support channels. Your expertise will be instrumental in leading a team that manages all aspects of the support organization, collaborating cross-functionally with Product, Operations, Marketing, and Services to deliver an exceptional customer experience.

Key Responsibilities

As the Vice President, Customer Support, your key responsibilities will include:

• Developing and leading the vision for Customer Support Management at arenaflex, ensuring that current programs and strategies scale with growth
• Driving customer loyalty and satisfaction, ensuring that customers realize measurable value from our products and services
• Displaying leadership skills to inspire and motivate staff to provide a world-class experience at all times
• Collaborating cross-functionally to promote customer service in adjacent departments that impact Customer Support, such as Sales and Customer Success
• Developing and tracking Customer Support KPIs, using data to influence and drive visible results
• Driving the utilization and optimization of technology, executing sound business plans for investment in technology
• Establishing operational infrastructure to lead initiatives that ensure high customer satisfaction and goal achievement
• Playing a critical role in developing a geographically remote support team

Your Key Strengths

To excel in this role, you will possess:

• 10+ years of experience 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 the development of individual contributors 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
• A growth mindset, people-first attitude, and strong sense of responsibility

Optional: Bonus Skills

While not required, the following skills are highly desirable:

• Understanding of the healthcare sector
• Experience working in organizations with $500M+ in revenue
• Leading the implementation of AI-driven tools and processes

Compensation and Benefits

At arenaflex, we offer a comprehensive total rewards package that includes a competitive base salary, bonus, commission, equity, and benefits. The US base salary range for this position is $220,000 - $245,000. Our salary ranges are determined by job and level, and individual compensation is determined by job-related skills and knowledge, relevant experience, and work location. Our benefits package includes:

• 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Vice President, Customer Support, you will have access to:

• Continuous learning and development opportunities
• Cross-functional collaboration and knowledge sharing
• Leadership development programs
• Networking opportunities with industry experts
• A dynamic and supportive work environment that fosters innovation and creativity

Work Environment and Company Culture

arenaflex is proud of its vibrant culture that empowers employees to thrive. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. We believe that work becomes profoundly fulfilling when driven by a higher purpose. As a member of our team, you will be part of a community that values:

• Diversity, equity, and inclusion
• Collaboration and teamwork
• Innovation and creativity
• Customer-centricity and empathy
• Continuous learning and growth

Conclusion

If you are a transformational leader with a passion for delivering exceptional customer experiences and driving strategic growth, we invite you to join our team at arenaflex. As a Vice President, Customer Support, you will play a critical role in shaping the future of our Customer Support organization and contributing to the success of our company. Apply now to embark on a journey that will challenge you, inspire you, and reward you with a sense of purpose and fulfillment.