Role: Vice President of Customer Delight
Reports To: CEO
About This Role
The Vice President of Customer Delight is primarily an advocate for Tier 11 customers. The Vice President of Customer Delight works directly with Tier 11 customers to review goals, monitor results, and navigate problems as they arise. Under the direction of the CEO, this individual will join all customer onboarding calls, and the majority of weekly update customer calls, acting as the ‘voice of the customer’ for the CEO.
The ideal Vice President of Customer Delight can establish rapport with customers quickly, is skilled with building and maintaining relationships, and possesses extraordinary emotional intelligence (EIQ).
Wins for This Role
The wins for this role look like this:
- Exemplifies the Tier 11 Core Values
- Able to build strong and lasting relationships with our customers
- Possesses excellent communication skills for both internal (Pod Leaders/Media Buyers/Art Directors/Dev Personnel) and external (customers) players
- Creates collaborative “above and beyond expectations”, proactive, and fun relationships with Tier 11 customers – where we celebrate wins and work hard as a collaborative team to discover solutions
- Runs successful weekly customer calls including:
- Starting and ending regular weekly customer calls on time
- Reviewing the call agenda to prepare for each call
- Collaborating with Pod Leaders on any questions about meeting agenda topics
- Posting call notes to keep the pod and team up to date
- Strong follow-up on action items prior to following weeks call so everyone stays on track
- Able to identify and clarify customer goals (even when they’re fuzzy) in order to position both the customer and Tier 11 for success
- Helps to set realistic Tier 11 customer performance metrics, project timelines, and progress for success – and more importantly, delight
- Is the number one advocate for Tier 11 customers, while articulating and advocating for those customer needs to the Tier 11 operations team (e.g. Pod Leaders, Media Buyers/Ads Managers, Creative Team & Tracking Team)
- Is able to sniff out potential problems and keep the CEO and leadership team informed on “the voice of the customer”
- Demonstrates mastery of Tier 11 internal processes and SOPs
- Has the ability to clearly articulate and remind customers of the value Tier 11 brings to their business
- Is able to use data and reporting to guide both strategy and tactics to help achieve customer goals
- Ideal Tier 11 customer wins:
- Are delighted with the service they receive because they have a clear understanding of the data and the results that our team is providing
- Are fully aware of where they stand versus their pre-determined performance metrics and have a full understanding of the KPIs we set out to accomplish is being met, or ideally exceeded
- Are giving monthly or weekly ratings (1-10, 10 being the highest) as to whether they are happy with the performance and service direction we provide
- Are raving fans of our company and are willing and able to grant Tier 11 referrals in accordance with Net Promoter Scoring
Job Qualifications
- Customer-centric mindset
- Prior experience understanding advertising creative and messaging
- Experience & excellence in managing customers (especially challenging ones)
- Excellent ‘ideal team player’ as defined by the Tier 11 Core Values
- Prior experience as a social Media Buyer (bonus)
- Prior experience with funnel analysis, funnel building, CRO (bonus)
- Located in USA PST/MST timezone, Hawaii, or Australia/New Zealand timezone
How to Become a VP of Customer Delight
Check the boxes on the requirements above. Some of these you’ll do on your own proactively. To apply for this position, please click here to complete an application.
