Job Description

Customer Success Lead - Stealth Pet Care Venture (Portfolio)We\'re Building Tomorrow. BCG X is the tech build and design unit of BCG.At BCG X Ventures (formerly BCG Digital Ventures) we apply an end-to-end approach to build and launch standalone and new core businesses. We turn differentiated assets into strategic advantages that unlock growth, building everything needed-products and technology, business models and go-to-market strategies, and operations and organization foundations-to launch these projects at speed.Alongside our corporate partner, BCG X is building a venture that speaks to a deep unfulfilled need pet parents experience - trustworthy guidance for happy, healthy pets. The venture focuses on bringing personalized, effective and accessible care to \xe2\x80\x9cPawrents\xe2\x80\x9d, tailored to the unique needs of their pets. The venture is based in Singapore and backed by one of the most purpose-led organizations that treasures humanity and conservation alongside a focus on the bottom-line.In this role, you will play a key role in leading Customer Success & Operations working closely with the Venture Lead on a new Pet Care venture called Pawpaw360, with the goal of generating a relevant adjacent new business as part of Mandai X.Your goal is to drive successful adoption and onboarding of new customers, enabling customers to use the product effectively and derive meaningful outcomes. This includes but not limited to, managing the day-to-day operations of customer concierge, logistics fulfilment, as well as coordinating with our panel of pet experts (Nutritionists, Behaviourists, Vets, etc) to manage pet escalation cases in a timely fashion. Feedback from the Customer Success team also forms a crucial input into the agile product roadmap, which allows us to prfioritize automation opportunities that would otherwise require high manual effort or delayed customer response time.In this role you will: * Own, develop and operate all post-sales customer feedback channels. Develop, define and communicate the vision/strategy to stakeholders and development teams.

• Own post-sales lifecycle and act as trusted point-of-contact for all customer needs. Engage, build and foster relationships with our customers, ensuring they receive consistent and top-notch customer experience. Monitor and analyse customer usage of the product, proactively addressing and pre-empting any issues to optimize their experience. Collaborate with the relevant team leads to implement strategies that can increase retention and reduce churn.

• Own, create, document and iterate on SOPs/frameworks to handle various types of customer escalations. Define the SLAs in a manner that builds customer confidence and satisfaction when using Pawpaw. Seek to build a scalable Customer Success operation by leveraging on technology to boost automation, maintain consistency, refine processes and instil best practices.

• Collaborate with our panel of pet experts to manage all pet escalation cases. This includes but not limited to, timely response when cases are opened, schedule appointments where necessary, follow up and check in with customers to ensure that all cases are closed with satisfaction.

• Amplify the voice-of-customers, understand their goals vs challenges, then collaborate with the Product team (designers, engineers, data scientists, etc) to translate that into product automation opportunities that would otherwise require high manual effort or delayed customer response time. Provide high quality product requirements, as well as delivering Quality Assurance when participating in product testing cycles.

• Build and lead the Customer Success team. Understand the career aspirations of team members, mentor them towards a career trajectory that is meaningful and fulfilling for them. Define clear empowerment metrics for team members, while catering for flexibility to handle customer cases that are not so straight-forward.

• Plan and budget for the Customer Success team. Track and optimize the utilisation of all team members and panel of pet experts.

• Own, define and track the team\'s KPIs (e.g. Customer satisfaction, usage, renewal/churn). Prepare and present reports on account status to key stakeholders. You are a great communicator with the ability to secure stakeholder buy-in across all levels, while attracting talent and customers to our vision and purpose.

• You must be comfortable working with a high level of ambiguity and complexity under very strict timelines. You will be required to navigate and align internal and external parties, agencies and partner resources.

You should have:

• 3+ years of experience in customer success, account management, or similar customer-facing roles, ideally within a startup environment
• Strong understanding of customer behaviour
• Proficient in CRM software and KPI reporting
• High level of accountability and ability to execute projects and tasks with minimal supervision
• Ability to manage time effectively, prioritize tasks, and meet deadlines
• Strong teamwork skills and the ability to collaborate effectively with diverse internal teams and corporate stakeholders
• Sound business acumen with proven results in retention, adoption and growth of consumer products
• Superior customer-facing skills and ability to establish executive level relationships
• Expert in engaging users and providing coaching in-person, over the phone or video
• Have built and/or led a team of motivated individuals
• Have done budget planning and management for the team
• You have a passion for conservation, sustainability and biodiversity, with a love for animals in general.
• Strong communication and collaboration skills working with cross functional teams, stakeholders, partners and investors
• Demonstrates strategic thinking, can understand macro trends and consumer needs and conceptualize design and develop new strategies opportunities
• Adaptable, flexible, willing to grow with an evolving organisation and work-scope
• Has high resilience with an equally high degree of responsibility and accountability

Note: This is a position with our end-client, not a position with BCG or BCG XTo learn more, visit us at Interested applicants may apply through the careers section of the website at Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change. BCG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.

BCG Digital Ventures