Looking for a job

Ben Hong

@benhong

Message

Customer Success Director with extensive experience in operational leadership.

Canada

Message

What I'm looking for

I am looking for a role that values customer-centric strategies and fosters team collaboration, with opportunities for professional growth.

I am a seasoned Customer Success Director with a robust background in driving impactful customer-centric programs across various technology sectors. My recent role as Vice President of Customer Experience at a Generative AI startup allowed me to build comprehensive customer experience programs from the ground up, successfully recruiting 40 pilot customers within just five months. I thrive on exceeding performance metrics and boosting revenue growth by delivering exceptional customer experiences.

Previously, I led the strategy and execution of global customer experience at Miovision, an AI traffic optimization company, where I achieved remarkable results, including a Net Promoter Score (NPS) of 67 and customer satisfaction ratings as high as 95%. My leadership has consistently resulted in improved customer retention and satisfaction, with a focus on operational excellence and team development. I am passionate about fostering lasting client relationships and elevating organizational success through cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Vice President, Customer Experience

Augmenta

Nov 2023 - Nov 2023 (0 months)

Led the development of customer experience programs, exceeding performance metrics and driving revenue growth. Successfully recruited 40 pilot customers in 5 months and managed revenue operations.

Customer Success Management Generative AI Revenue Operations Customer Onboarding Customer Support Performance Metrics Cross Functional Collaboration

Director, Digital Customer Experience

Miovision

Dec 2021 - Jul 2023 (1 year 7 months)

Led global customer experience strategy, achieving high performance in NPS, CSAT, renewals, and revenue growth. Improved time-to-activation significantly and enhanced employee satisfaction.

Customer Experience Strategy NPS CSAT Revenue Customer Support Professional Services Customer Retention Team Leadership Data Analysis

Director, Customer Experience

Rose Rocket

Aug 2020 - Jan 2022 (1 year 5 months)

Optimized customer experience strategy, leading to significant improvements in customer ratings and retention metrics. Achieved high customer satisfaction and reduced time-to-value.

Customer Satisfaction Performance Metrics Team Leadership Data Driven Decision Making Customer Retention

Sr. Director, Customer Success & Education

Coveo

May 2017 - May 2020 (3 years)

Enhanced customer retention and satisfaction by leading Customer Success and Education Services. Achieved high performance in renewals and employee engagement.

Customer Success Management Education Customer Retention Employee Engagement Performance Metrics Strategic Account Management Team Leadership CRM Administration