Experienced Customer Operations Lead – Hospitality Industry Expertise and Strategic Account Management
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences in the Hospitality industry. As a Customer Operations Lead, you'll play a pivotal role in driving our success by providing top-notch service delivery, technical presentations, and consultative support to our global accounts. If you're a seasoned professional with a passion for the Hospitality industry and a knack for strategic account management, we want to hear from you!
- *About arenaflex**
arenaflex is a leading provider of innovative solutions for the Hospitality industry. Our team of experts is dedicated to delivering exceptional customer experiences, and we're committed to staying at the forefront of industry trends and technologies. With a strong focus on customer satisfaction, we're constantly seeking talented individuals who share our vision and values.
- *Job Summary**
As a Customer Operations Lead, you'll be responsible for leading the service delivery efforts for our selected major global accounts in the Hospitality industry. You'll work closely with our cross-functional teams to ensure seamless execution of projects, provide consultative support to other Customer Operations Leads, and mentor junior team members. Your expertise will be essential in driving customer satisfaction, revenue growth, and strategic account management.
- *Key Responsibilities**
• Service Delivery:
- + Lead the service delivery efforts for selected major global accounts in the Hospitality industry
- + Collaborate with account teams to ensure timely and effective delivery of projects
- + Proactively identify and mitigate potential issues that may impact customer satisfaction or revenue growth
- Technical Presentations:
- + Develop and deliver high-level technical presentations to customers, partners, and prospects
- + Stay up-to-date with industry trends, technologies, and customer satisfaction methodologies
- Consultative Support:
- + Provide consultative support to other Customer Operations Leads in other areas of the business
- + Collaborate with cross-functional teams to drive customer satisfaction and revenue growth
- Mentorship:
- + Mentor junior team members to develop their skills and expertise
- + Provide guidance and support to ensure successful onboarding and integration
- Project Management:
- + Lead and collaborate with specialized cross-functional teams to drive project execution
- + Assign tasks and provide direction with little to no supervision
- + Track and manage project resources, timelines, and budgets
- Communication and Collaboration:
- + Develop and maintain strong relationships with customers, partners, and internal stakeholders
- + Communicate effectively through written and verbal channels, including presentations and reports
- + Collaborate with cross-functional teams to drive customer satisfaction and revenue growth
- *Essential Qualifications**
• Bachelor's degree in a related field (e.g., Hospitality, Business Administration, Marketing)
- Minimum 5 years of experience in customer operations, account management, or a related field
- Proven track record of success in driving customer satisfaction and revenue growth
- Strong knowledge of the Hospitality industry, including trends, technologies, and customer satisfaction methodologies
- Excellent communication, presentation, and negotiation skills
- Ability to lead and collaborate with cross-functional teams
- Strong project management skills, including resource tracking and budgeting
- Ability to understand complex technical issues and provide solutions or solicit required resources
- *Preferred Qualifications**
• Master's degree in a related field (e.g., Hospitality, Business Administration, Marketing)
- 7+ years of experience in customer operations, account management, or a related field
- Experience working with global accounts and cross-functional teams
- Certification in a related field (e.g., hospitality management, project management)
- Strong analytical and problem-solving skills
- Ability to travel up to 20% of the time
- *Skills and Competencies**
• Strategic thinking and planning
- Excellent communication and presentation skills
- Strong project management skills
- Ability to lead and collaborate with cross-functional teams
- Strong analytical and problem-solving skills
- Ability to understand complex technical issues and provide solutions or solicit required resources
- Strong knowledge of the Hospitality industry, including trends, technologies, and customer satisfaction methodologies
- Ability to work in a fast-paced environment and prioritize multiple tasks a
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