Customer Experience Manager
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Job Description
Customer Experience Manager supporting restaurant clients using Lavu’s cloud POS platform. Managing adoption, training, QBRs, escalations, and account growth across the Philippines.
Responsibilities:
- Manage a portfolio of clients in the assigned territory as primary point of contact
- Build and maintain lasting client relationships through in-person, phone, and email interactions
- Understand client business goals, challenges, and requirements
- Provide updates, guidance, feature information, and industry best practices
- Collaborate with sales, support, and product teams to ensure a seamless customer experience
- Advocate for clients and provide feedback to improve products and services
- Identify upselling and cross-selling opportunities with the sales team
- Monitor client usage and adoption of Lavu Systems and recommend improvements
- Stay current on industry trends, competitive landscape, and market insights
- Build relationships, understand objectives, and identify how Lavu can meet client needs
- Deploy iPad POS solutions and provide on-site support as needed
- Train clients on Lavu POS
- Conduct regular client reviews, Quarterly Business Reviews, and health checks
- Maintain expert knowledge of Lavu Systems
- Conduct health scoring and risk assessments
- Document software issues using Jira or related platforms
- Re-prioritize staff workloads based on business needs
- Handle escalated service questions and research solutions
- Travel up to 25% for customer onboarding and routine check-ups
Requirements:
- Proven experience as a Customer Experience Manager or similar role, preferably in a SaaS or technology-driven environment
- Exceptional relationship-building and communication skills
- Strong problem-solving and analytical skills
- Customer-centric mindset
- Technical aptitude and ability to communicate technical concepts to non-technical audiences
- Excellent organizational skills and ability to manage multiple clients and priorities simultaneously
- Ability to work independently in a remote environment
- Experience working remotely and collaborating effectively with virtual teams
- Previous restaurant industry experience or familiarity with point-of-sale systems is a plus
- Strong critical thinking skills
- Excellent written, verbal, and interpersonal communication skills
- Professionalism, courtesy, respect, and positive attitude
- Ability to work efficiently with a sense of urgency
- Effective multitasking skills
- Preferred experience managing a portfolio of clients within a high-volume customer service department
- Demonstrated career growth and track record of achievement
- Familiarity with HubSpot or related platforms
- Attention to detail and commitment to accuracy
- Strong business acumen
- Proactive, self-starting attitude
- Consistent and professional work habits with a strong work ethic
- Exceptional knowledge of Microsoft Office, including Excel, G Suite, and cloud-based systems
- Genuine heart of service and desire to serve others
Benefits:
- Travel up to 25% for customer onboarding and routine check-ups
- Remote work environment
- Customer Success role with opportunities to contribute to company growth and innovation
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