VP of Customer Success
4 weeks ago
The Vice President of Customer Success will lead efforts to ensure exceptional customer experiences and achieve a 4.9 rating on all app stores. This pivotal role focuses on driving customer satisfaction loyalty and advocacy by implementing comprehensive customer success programs managing all customerfacing teams and fostering a customercentric culture throughout the organization.
Key Responsibilities
1. Leadership and Strategy:
• Develop and execute a customer success strategy aligned with Benjamin’s business objectives and customer experience goals.
• Lead mentor and develop a highperforming customer success team.
• Collaborate with executive leadership to prioritize customer success initiatives.
2. Customer Experience Enhancement:
• Analyze customer feedback and data to identify trends opportunities and areas for improvement.
• Develop and implement strategies to enhance customer satisfaction retention and advocacy.
• Work closely with product and engineering teams to ensure customer feedback is incorporated into product development.
3. Customer Feedback Management:
• Oversee the collection analysis and response to customer feedback across all channels.
• Implement a system to ensure timely and effective responses to all customer reviews both positive and negative on app stores and other platforms.
• Use predictive analytics to anticipate customer issues and address them proactively.
4. Key Programs to Launch:
a. Diving Catch Program:
• Objective: Ensure all Benjamin users are satisfied with the level of service trust the brand and achieve a 4.9 score for app store ratings.
• Components:
• Employee Engagement: Train and empower employees to respond to negative reviews and maintain a pulse on customer satisfaction.
• Comprehensive Review Response: Develop a system for responding to all reviews emphasizing customer appreciation and addressing concerns promptly.
• Proactive UX Monitoring: Implement datadriven mechanisms to identify and address negative user experiences before customers reach out. Use predictive analytics to anticipate potential issues.
• Compensation for Negative Experiences: Create a policy to compensate users for negative experiences including nonmonetary dissatisfaction to show commitment to customer care.
• Root Cause Analysis: Establish a process for root cause analysis of identified issues and develop action plans for resolution ensuring continuous improvement.
• Feedback Loop: Develop a feedback loop to continuously integrate insights from customer interactions into product development and service improvement.
b. Customer Service Standards and Procedures Review:
• Objective: Conduct a comprehensive review of customer service standards and procedures.
• Components:
• Documentation: Develop and maintain thorough documentation of all customer service procedures and standards.
• Quality Assurance (QA): Implement robust QA processes to regularly review and assess customer service interactions ensuring high standards.
• Training Programs: Create and execute comprehensive training programs for customer service representatives to equip them with the necessary skills and knowledge.
• Feedback and Improvement: Establish mechanisms for continuous feedback and improvement incorporating customer and employee suggestions into service enhancements.
• Performance Metrics: Define and track key performance metrics to measure customer service effectiveness and identify areas for improvement.
• Best Practices: Research and implement industry best practices to elevate the overall customer service experience.
5. Customer Advocacy and Community Building:
• Develop and implement programs to build a community of loyal and engaged customers.
• Foster relationships with key customers to create brand advocates.
• Organize customer success events webinars and other activities to strengthen customer relationships
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