VP of Customer Success

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