Vice President, Customer Experience

4 weeks ago

New York, United States Alethea LLC Full time
About Alethea

Founded in 2019, Alethea is a tech company that detects and mitigates instances of disinformation and social media manipulation to help clients navigate the new digital reality. We protect clients from the threat of disinformation that targets brands, reputations, employee safety, or financial bottom lines through our industry-leading investigation and remediation service.

Position Summary:

As the Vice President of Customer Experience, you will be responsible for overseeing all aspects of our managed analytical services and customer journey, ensuring exceptional service delivery. Your primary focus will be on strategizing and implementing initiatives to enhance customer satisfaction and retention. You will lead a team dedicated to understanding customer needs, resolving issues, and optimizing every touchpoint across our products and services.

Key Responsibilities:

Strategy Development
  • Develop and execute a comprehensive customer experience strategy aligned with the company's goals and objectives.
  • Build direct relationships with customers, and directly manage high profile accounts.
  • Identify key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives.
  • Continuously assess market trends, competitor activities, and customer feedback to refine strategies.
Team Leadership
  • Lead and mentor a cross-functional team responsible for analysis and customer success teams.
  • Foster a customer-centric culture within the organization, emphasizing empathy, responsiveness, and accountability.
  • Provide guidance and support to team members, enabling them to deliver exceptional customer experiences.
Customer Insights
  • Utilize data analytics, surveys, and feedback mechanisms to gain insights into customer preferences, pain points, and behaviors.
  • Translate customer insights into actionable recommendations for product development, process improvements, and service enhancements.
  • Advocate for the voice of the customer across the organization, ensuring that customer feedback informs decision-making at all levels.
Process Optimization
  • Streamline customer-facing processes and workflows to eliminate friction points and improve efficiency.
  • Collaborate with cross-functional teams, including product management, marketing, and sales, to ensure alignment and consistency in customer interactions.
  • Implement tools and technologies to enhance the customer experience, such as CRM systems, self-service portals, and omnichannel communication platforms.
Continuous Improvement
  • Establish a culture of continuous improvement, encouraging experimentation and innovation in customer experience initiatives.
  • Conduct regular audits and assessments to identify areas for improvement and implement corrective actions as needed.
  • Monitor customer satisfaction metrics and drive initiatives to address areas of dissatisfaction or underperformance.
Qualifications:
  • Bachelor's degree in Business Administration, or related field (Master's degree preferred).
  • 10+ years of proven track record of success in a senior leadership role focused on customer experience or customer success.
  • Strong analytical skills with the ability to interpret data and derive actionable insights.
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate across departments.
  • Demonstrated ability to develop and execute strategic plans to drive business results.
  • Experience leading and developing high-performing teams in a fast-paced environment.
  • Deep understanding of customer-centric principles and best practices in customer experience management.
  • Familiarity with relevant technologies and tools, such as CRM systems, customer feedback platforms, and data analytics software.
Compensation and Benefits:
  • Salary and stock options are negotiated based on experience.
  • Healthcare at the gold-tier level, dental, and vision is fully funded by the employer. 50% of dependent coverage is provided by the employer.
  • Unlimited vacation, sick leave, including office closure between Christmas and New Year's, and extended holidays at Thanksgiving and the 4th of July.
  • Employer sponsored 401k with a 3% match.
  • Hybrid work environment, with 3 days per week required in office in Washington, D.C or New York.

Alethea is an equal opportunity employer that encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve.

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