At arenaflex, we're on a mission to empower leaders who shape the world. As a Director Analyst, B2B Customer Service and Support – Strategy & Operations, you'll be part of a team that creates must-have research, market predictions, and best practices for world-leading organizations. If you're a seasoned expert with a keen eye for problem diagnosis and solution creation, we want to hear from you.
**About arenaflex**
arenaflex is a leading research and advisory company that guides the leaders who shape the world. Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities. With over 21,000 associates globally, we support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting, and substantive work that matters.
**What You'll Do**
As a Director Analyst, B2B Customer Service and Support – Strategy & Operations, you'll create research and provide advice to heads of B2B service and support functions across industries. You'll use your knowledge to help these B2B clients make better decisions, solve complex issues, and execute new practices that propel clients' businesses toward key objectives. Your responsibilities will include:
* Authoring high-quality, consumable, actionable, "must-have research" content based on research best practices and methodologies
* Delivering high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual engagements
* Leading research projects requiring the coordination of colleagues and resources (including global primary and secondary research support teams)
* Meeting with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual interactions
* Creating and delivering presentation materials for arenaflex events, industry, and professional association conferences, and client briefings
* Actively participating in innovation, ideation, and research discussions and collaborating effectively with peers in our research community
* Delivering outstanding commercial team support to retain and grow the arenaflex business
* Building credibility as a domain or industry expert to represent arenaflex research, methodology, and strategy
**What You'll Need**
To succeed in this role, you'll need:
* 10+ years of experience in leading B2B Customer Service and Support strategy, structure, and operations. Tech industry a plus
* Extensive knowledge in customer support strategy, org structures, delivery models, and customer success
* Deep understanding of what initiatives, goals, and objectives are for Heads of Customer Service and Support
* Executive presence: can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
* Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
* Experience working with customer service and support technology vendors
* Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
* Demonstrated excellence in research writing ability, and a desire to write for business leader consumption
**What We Offer**
arenaflex offers world-class benefits, highly competitive compensation, and disproportionate rewards for top performers. In our hybrid work environment, we provide the flexibility and support for you to thrive – working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging, and inspiring.
**Compensation and Benefits**
A reasonable estimate of the base salary range for this role is $132,000 - $167,000 per year. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan.
**Equal Employment Opportunity**
arenaflex is an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability.
**How to Apply**
If you're a seasoned expert with a passion for creating must-have research and providing actionable advice, we want to hear from you. Apply now to join our team of industry thought leaders and help shape the world.