Customer Experience Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee a portfolio of clients within the designated territory, serving as the principal point of contact.

• Foster and sustain enduring client relationships through face-to-face meetings, phone calls, and email communication.

• Comprehend the business objectives, challenges, and needs of clients.

• Deliver updates, guidance, product information, and industry best practices.

• Work collaboratively with sales, support, and product teams to provide a seamless customer experience.

• Advocate for clients while offering feedback to enhance products and services.

• Identify opportunities for upselling and cross-selling in conjunction with the sales team.

• Monitor client engagement and utilization of Lavu Systems, suggesting enhancements as needed.

• Keep abreast of industry trends, competitive dynamics, and market insights.

• Cultivate relationships, grasp objectives, and determine how Lavu can fulfill client needs.

• Implement iPad POS solutions and offer on-site assistance as required.

• Train clients on the Lavu POS system.

• Conduct regular client evaluations, Quarterly Business Reviews, and health assessments.

• Maintain an expert-level understanding of Lavu Systems.

• Perform health scoring and risk evaluations.

• Record software issues using Jira or similar platforms.

• Adjust staff workloads based on business demands.

• Address escalated service inquiries and investigate solutions.

• Travel up to 25% for customer onboarding and routine follow-ups.

⛳️ Requirements

• Demonstrated experience as a Customer Experience Manager or a similar role, ideally in a SaaS or technology-focused environment.

• Outstanding relationship-building and communication abilities.

• Strong analytical and problem-solving skills.

• Customer-oriented mindset.

• Technical proficiency and the capability to convey technical concepts to non-technical audiences.

• Excellent organizational abilities with a knack for managing multiple clients and priorities simultaneously.

• Capacity to work autonomously in a remote setting.

• Experience in remote work and effective collaboration with virtual teams.

• Previous experience in the restaurant industry or knowledge of point-of-sale systems is an advantage.

• Strong critical thinking capabilities.

• Exceptional written, verbal, and interpersonal communication skills.

• Professional demeanor, courtesy, respect, and a positive attitude.

• Ability to operate efficiently with a sense of urgency.

• Effective multitasking abilities.

• Preferred experience in managing a portfolio of clients in a high-volume customer service environment.

• Proven career advancement and a record of accomplishments.

• Familiarity with HubSpot or similar platforms.

• Strong attention to detail and dedication to accuracy.

• Solid business acumen.

• Proactive and self-motivated attitude.

• Consistent and professional work habits along with a strong work ethic.

• Exceptional proficiency in Microsoft Office, including Excel, G Suite, and cloud-based systems.

• Genuine passion for service and a commitment to helping others.

🏝️ Benefits

• Travel up to 25% for customer onboarding and routine check-ups.

• Flexible remote work environment.

• Customer Success position with opportunities to impact company growth and innovation.