Customer Experience Manager

Job not on LinkedIn

🔥 7 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lavu Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

🍽️ Food & Beverage

💼 Consulting

🏥 Healthcare

Food & Beverage • Consulting • Healthcare

Lavu Inc. is a provider of iPad-based point-of-sale (POS) software and integrated restaurant management solutions tailored for food and beverage businesses. Their platform offers POS, online ordering, kitchen display systems, payment processing, payroll, loyalty, and integrations to help restaurants streamline operations, accept payments, manage menus and reporting, and scale across locations. Lavu primarily serves quick-service, full-service, and specialty food venues and is delivered as a cloud-based software service for businesses.

📋 Description

• 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