We’re BCG Digital Ventures. Adventure awaits you. 

We are an ever-growing global team of the world’s most remarkable entrepreneurs, designers, engineers, venture architects, product experts and investors. Our ventures create a strategic advantage for the most important global companies.

Backed by a Fortune 500 conglomerate with deep ties to this industry and BCGDV, this venture is uniquely positioned to disrupt a multi-billion-dollar financial services industry. Through the application of cutting-edge technology, product advantages and deep market relationships, we will provide a smart digital experience for our yet to be disclosed target market.

This new venture's digital product is focused on delivering value to niche segments. This new digital business will enable our corporate partner to drive differentiation in the market, acquire new customers, create additional revenue streams, and further build out their innovation capabilities. The product suite seeks to launch through current internal channels, while exploring high growth options into new geographies or segments. The business is built on a drive to customer centric design, providing exceptional customer service, and innovative solutions to problems.

We are seeking a passionate Customer Success Manager who will execute day to day customer and business operations. You will report to the Head of Finance and Operations and work alongside the sales and product teams. You will be responsible for writing the service blueprint and delivering an exceptional end-to-end customer experience, from on-boarding to ongoing support and engagement, to metrics reporting. You will also assist with sales and marketing events, and team and business operations.

In this role you will:

• Customer Operations
  • Manage and assist customers with on-boarding, and over time, create a process and materials for an optimized and seamless on-boarding process, providing customers with all relevant information and guidance
  • Act as the first point of contact for service and technical inquiries, issues or escalations, and appropriately triage to resolve customer issues
  • Deliver amazing customer support through multiple channels, and be resourceful and flexible in meeting each client’s needs
  • Proactively engage customers at risk and grow customer lifetime value
  • Gather feedback from customers, study other customer success programs and analyze customer data to identify best practices
  • Provide regular feedback to the rest of the team and help translate customers’ expressed needs into new product features or sales & service strategy
  • Establish policies and guidelines that the team can adhere to, so all customers receive the highest level of service

• Business Operations
  • Support CEO with board meeting preparation, including preparing of meeting materials, operational reports, metrics, etc.
  • Assist day-to-day business operations, including but not limited to work with HR, IT, legal partners to implement essential business processes, on-boarding new hires
  • Assist with go-to-market, including but not limited to writing pitch decks, training sales teams, attending events and conferences

• Experience
  • 3+ years of related job experience, involving a high degree of customer service interactions. Prior start-up experience is a bonus and strongly preferred
  • Proven success at sales and/or customer service over the phone, email, chat, or video
  • Hands on experience with CRM and service ticketing solutions
  • Knowledge of customer service best practices

• Additional Skills
  • A genuine passion for customer experience
  • Excellent communication (written and oral), interpersonal, and presentation skills
  • Ability to quickly grasp and frame customers’ issues, probe for causes through interviews and data analysis, develop/present recommendations
  • Entrepreneurial spirit to help us shape our growth initiatives and company
  • Demonstrated patience, empathy, and balanced decision-making skills
  • Enthusiastic about technology with demonstrated technical aptitude and passion for digital products

• Education
  • Bachelor’s Degree or equivalent in experience and education

To learn more, visit us at bcgdv.com 

Interested applicants may apply through the careers section of the website at https://www.bcgdv.com/. 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 Digital Ventures 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.