Vp of Customer Support Support Automation
Vp of Customer Support Support Automation
Posted on :
21-09-2024
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
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
customer service standards,customer success strategy,intercom,customer advocacy,customer satisfaction enhancement,team management,reviews,strategy development,team leadership,customer experience,customer success programs,predictive analytics,loyalty programs,workflow,customer service,automation,app,customer relationship management,data analysis,leadership,customer feedback management,components,customer experience enhancement,customer satisfaction,analytics
Employment Type
Full Time
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
