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VP of Customer Success

2 months ago

Dover, United States Benjamin Full time
Job DescriptionJob Description

Join our vibrant fintech startup Benjamin, backed by top tier venture capitalists Play Ventures & F4 Fund. We're on the lookout for an experienced and forward thinking Vice President of Customer Success leader to join our team

At Benjamin, we're passionate about rewarding everyday actions through our MoMo’s (Money Moments). Benjamin is a new cash rewards platform for consumers, merchants, and gamers to earn cash called Benjamin Money Moments by completing daily tasks, playing casual games, viewing content and ads, and making everyday card purchases with cash back.

Position Overview: Benjamin is seeking a dedicated and strategic Vice President of Customer Success to lead our efforts in ensuring exceptional customer experiences and achieving a 4.9 rating on all app stores. This role will be pivotal in driving customer satisfaction, loyalty, and advocacy by implementing comprehensive customer success programs, managing all customer-facing teams, and fostering a customer-centric culture across 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 high-performing 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: Ensure all Benjamin users are satisfied with the level of service and trust the brand and achieve a 4.9 Score for app store ratings.

Components:

  • Employee Engagement: Train and empower all employees to respond to negative reviews and maintain a pulse on customer satisfaction.
  • Comprehensive Review Response: Develop a system to ensure Benjamin responds to all reviews, both positive and negative, highlighting customer appreciation and addressing concerns promptly.
  • Proactive UX Monitoring: Implement data-driven mechanisms to measure and identify negative user experiences before customers reach out. Utilize predictive analytics to anticipate potential issues.
  • Compensation for Negative Experiences: Create a policy to compensate users for negative experiences, including non-monetary dissatisfaction, to demonstrate commitment to customer care.
  • Root Cause Analysis: Establish a process to conduct root cause analysis for all identified issues and develop action plans to address them with relevant teams, ensuring continuous improvement.
  • Feedback Loop: Develop a feedback loop where insights from customer interactions are continuously fed back into product development and service improvement.
 

b.  Customer Service Standards and Procedures Review: 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 are met consistently.
  • Training Programs: Create and execute comprehensive training programs for customer service representatives to ensure they are equipped 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 the effectiveness of customer service 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.
 

Data Analysis and Reporting:

  • Utilize advanced analytics and business intelligence tools to gather, analyze, and interpret data.
  • Create and maintain dashboards, reports, and visualizations to support decision-making.
  • Provide regular updates and insights to senior management and stakeholders.


Collaboration and Communication:

  • Foster a customer-centric culture by promoting the importance of customer success across the organization.
  • Communicate complex customer insights and recommendations to non-technical stakeholders.
  • Build strong relationships with key stakeholders to ensure alignment and support for customer success initiatives.

Qualifications:

  • Bachelor's degree in Business, Marketing, Data Science, or a related field; Master's degree preferred.
  • Proven experience (10+ years) in customer success, customer experience, or a similar role.
  • Strong leadership and team management skills with experience leading cross-functional teams.
  • Demonstrated experience in achieving high customer satisfaction ratings and managing customer feedback.
  • Proficiency in customer success platforms, business intelligence tools (e.g., Tableau, Power BI), and data analysis.
  • Excellent analytical, problem-solving, and critical-thinking skills.
  • Strong communication and interpersonal skills with the ability to convey complex information clearly.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Ideal Candidate:

  • A strategic thinker with a passion for data and customer success.
  • Highly motivated with the ability to thrive in a fast paced, dynamic startup environment.
  • An innovative problem solver who is proactive in identifying opportunities for improvement.
  • Committed to delivering exceptional customer experiences and driving business growth.
  • Opportunities for professional growth and development.
  • Collaborative and inclusive company culture.

Why Join Us?

  • Lucrative Compensation: Maximize your earning potential with competitive salaries and rewarding bonus structures that recognize your dedication.
  • Thriving in HyperGrowth: Immerse yourself in the dynamic environment of a hyper growth startup where you'll encounter daily challenges and avenues for professional advancement.
  • CuttingEdge Collaboration: Engage with innovative technology and join a fast paced team known for its forward thinking approach and commitment to innovation.
  • Positive Workplace Culture: Experience a professional yet enjoyable atmosphere where hard work is valued alongside a sense of humor and camaraderie fostering a fulfilling work environment.
 

About Benjamin Capital Partners:

Benjamin Capital Partners stands as the backbone of the revolutionary Benjamin App, a cutting edge cash rewards platform designed for consumers, merchants, and gamers alike. Known as Benjamin Money Moments, this platform offers users the chance to earn cash through a variety of engaging activities such as completing daily tasks, playing casual games, browsing content and ads, and enjoying cash back on everyday card purchases.

 

Learn More: www.benjaminone.com

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


 

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