Customer Experience Manager

🕒 Setembro 9

🇵🇭 Filipinas – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 10%

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Lavu Inc.

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2010

🍽️ Alimentos e Bebidas

💼 Consultoria

🏥 Saúde

Food & Beverage • Consulting • Healthcare

A Lavu Inc. é uma fornecedora de software de ponto de venda (POS) baseado em iPad e soluções integradas de gestão de restaurantes, adaptadas para negócios de alimentos e bebidas. Sua plataforma oferece sistemas de POS, pedidos online, exibição de cozinha, processamento de pagamentos, folha de pagamento, fidelidade e integrações para ajudar os restaurantes a otimizar operações, aceitar pagamentos, gerenciar menus e relatórios e expandir-se por várias unidades. A Lavu atende principalmente a locais de serviço rápido, serviço completo e estabelecimentos de alimentos especializados, e é disponibilizada como um serviço de software baseado em nuvem para empresas.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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