Customer Experience Manager

6 days ago

Manila, National Capital Region, Philippines Lavu Inc Full time

Who We Are:

Lavu is a rapidly growing scale-up in the SaaS and Payments industry, dedicated to revolutionizing the restaurant industry. We are seeking an exceptional Customer Experience Manager who not only possesses strong relationship-building skills but also shares our customer-first mindset. This is an incredible opportunity to be part of a mission that positively impacts the lives of restaurant owners.

As a Customer Experience Manager, you will be responsible for managing a portfolio of clients in your assigned territory, ensuring their satisfaction and success. Working closely with teams across departments, you will strive to understand each client's unique business needs and cultivate strong relationships. By regularly providing updates, guidance, and support, you will play a vital role in maximizing client satisfaction and driving their growth.

Key Responsibilities:

  • Manage a portfolio of clients in your assigned territory, serving as their primary point of contact and building lasting relationships through in person, phone and email interactions.
  • Understand clients' business goals, challenges, and requirements to effectively tailor our solutions and services.
  • Provide regular updates and guidance to clients, keeping them informed of new features, functionalities, and industry best practices.
  • Collaborate with internal teams, including sales, support, and product, to address client needs and ensure a seamless customer experience.
  • Advocate for clients within the organization, acting as a voice of the customer and providing feedback to improve our products and services.
  • Proactively identify opportunities for upselling and cross-selling, working closely with the sales team to expand client relationships and revenue.
  • Monitor client usage and adoption of Lavu Systems, identifying areas for improvement and providing recommendations to drive success.
  • Stay up to date with industry trends, competitive landscape, and market insights to better serve clients and provide strategic guidance.

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, with the ability to establish rapport and trust with clients.
  • Strong problem-solving and analytical skills, with the ability to understand complex business needs and recommend effective solutions.
  • Customer-centric mindset with a genuine passion for helping clients succeed.
  • Technical aptitude and ability to quickly grasp and effectively communicate technical concepts to non-technical audiences.
  • Excellent organizational skills, with the ability to manage multiple clients and priorities simultaneously.
  • Self-motivated, proactive, and able to work independently in a remote environment.
  • Experience working remotely and collaborating effectively with virtual teams.
  • Previous experience in the restaurant industry or familiarity with point-of-sale systems is a plus.

This is a remote role, working Eastern Time Zone hours. As a Customer Experience Manager at Lavu, you will play a vital role in our customers' success and contribute to the ongoing growth and innovation of our company. Join us in shaping the future of the restaurant industry

Who You Are:

  • Possess strong critical thinking skills, especially in fast-paced and evolving environments.
  • Excellent written, verbal, and interpersonal communication skills.
  • Enjoy helping people and have a customer-centric mindset.
  • Display professionalism, courtesy, respect, and maintain a positive and upbeat attitude during all interactions.
  • Passionate about witnessing business growth and success, and excited about being part of an alliance with restaurant owners.
  • Demonstrate a sense of urgency and the ability to work efficiently.
  • Skilled in multitasking effectively and efficiently.

What You'll Do:

  • Build strong relationships with clients, understanding their business objectives and identifying how Lavu can meet their needs.
  • Deploy iPad POS solutions and provide on-site support as needed.
  • Train clients on utilizing Lavu POS to optimize their business operations.
  • Proactively reach out to clients for regular reviews of their needs and provide recommendations.
  • Maintain expert knowledge of Lavu Systems to effectively assist clients.
  • Identify areas for improvement and proactively offer solutions.
  • Conduct Quarterly Business Reviews (QBRs) and health checks.
  • Nurture and maintain customer relationships.
  • Manage account upsells and identify opportunities for growth.
  • Proactively provide education and training to clients.
  • Conduct health scoring and risk assessments.
  • Document software issues using Jira or related platforms.
  • Exercise judgment to re-prioritize staff workloads based on business needs.
  • Handle escalated service questions or conduct research to find solutions.
  • Make a meaningful impact and contribute to the success of our customers.

What We'd Like To See:

  • Preferred experience in managing a portfolio of clients within a high-volume customer service department.
  • Demonstrated career growth and a track record of achievement.
  • Familiarity with HubSpot or related platforms.
  • Attention to detail and a commitment to accuracy.
  • Strong business acumen and the confidence to share ideas with the leadership team.
  • Proactive and self-starting attitude, taking initiative to drive results.
  • Consistent and professional work habits with a strong work ethic.
  • Exceptional knowledge of Microsoft Office, including Excel, G Suite, and cloud-based systems.
  • A genuine heart of service, driven by a desire to serve others.
#J-18808-Ljbffr

  • Customer Experience Manager

    5 days ago

    Manila, National Capital Region, Philippines Five9 Inc. Full time

    Job Title: Customer Experience ManagerWe are seeking a Customer Experience Manager to join our team at Five9 Inc. As a Customer Experience Manager, you will be responsible for managing the customer experience across all touchpoints.You will lead efforts to design and implement customer-centric strategies that drive loyalty and retention.Key...

  • HR Manager 4.7.2025

    2 weeks ago

    Manila, National Capital Region, Philippines Compass Experience Labs Full time

    Career Opportunities with Compass Experience LabsA great place to work.Careers At Compass Experience LabsCurrent job opportunities are posted here as they become available.Compass Experience Labs LLC - HR Manager- PHWho we are:At Compass, we partner with businesses to determine their needs and provide customized customer care solutions. Our mission as a...

  • Customer Experience Manager

    6 days ago

    Manila, National Capital Region, Philippines HCL Technologies Philippines Inc Full time

    Customer Experience Manager (CX)Job DescriptionThe ideal CX Manager is an experienced customer experience professional with a program/project management background, excellent communication skills, and deep empathy for our customer's everyday struggles and challenges. S/he will lead engagement activities including onboarding to the CX Program, defining and...

  • Customer Experience Manager

    1 week ago

    Manila, National Capital Region, Philippines Essity AB Full time

    Modibodi is a leader in innovative, protective, and sustainable apparel, dedicated to improving lives globally. Our mission is to create better lives for men and women through groundbreaking, supportive designs while building a business that drives positive social impact for both humanity and the environment. At Modibodi, we aim to change the world one body...

  • Customer Experience Manager

    4 days ago

    Manila, National Capital Region, Philippines ORION CEPHEID, INC. Full time

    About the RoleWe are seeking an exceptional Customer Experience Manager to join our team at ORION CEPHEID, INC.Key ResponsibilitiesLead and develop a high-performing customer service team, focusing on delivering exceptional customer experiences.Oversee daily operations, ensuring seamless execution of customer service processes.Provide coaching and feedback...

  • Customer Experience Manager

    3 weeks ago

    Manila, National Capital Region, Philippines RecruiterPH Full time

    Job DescriptionResponsibilities:Develop and execute a customer experience strategy that aligns with the organization's goals and values.Promote a customer-centric culture throughout the organization.Gather and analyze customer feedback through surveys, reviews, and other channels.Develop strategies to streamline and improve the customer journey.Regularly...

  • Customer Experience Manager

    5 days ago

    Manila, National Capital Region, Philippines Cloudstaff Philippines Inc. Full time

    About the Role: Cloudstaff Philippines Inc. is seeking a skilled CUSTOMER EXPERIENCE MANAGER to join our team.The ideal candidate will have a minimum of 2-3 years of experience in customer service or account management, with a proven ability to manage customer relationships and effectively resolve issues. Strong communication skills are essential, as well as...

  • Customer Experience Manager

    5 days ago

    Manila, National Capital Region, Philippines enablesGROUP Full time

    We are seeking a highly motivated and data-driven Customer Experience Manager to develop, implement and optimize customer relationship management (CRM) strategies and loyalty programs. This role will focus on enhancing customer engagement, retention, and lifetime value through personalized marketing campaigns and data analytics.Key Responsibilities:Develop,...

  • Customer Experience Manager

    6 days ago

    Manila, National Capital Region, Philippines ENGINEERINGUK Full time

    Our company is seeking a Customer Experience Manager to join our team. As a key member of our organization, you will play a vital role in ensuring that our customers receive exceptional service.Job Summary:We are looking for an experienced professional who can develop and implement strategies to improve customer satisfaction. The successful candidate will...

  • Manager, Customer Experience

    5 days ago

    Manila, National Capital Region, Philippines NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?The Manager, Customer Experience is a...

  • Customer Experience Manager

    20 minutes ago

    Manila, National Capital Region, Philippines TDCX Group Full time

    TDCX Group helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint.As a Customer Experience Manager, you will collaborate with Operations, Training, and Clients in developing and enhancing evaluation programs that target the objectives of...

  • Customer Experience Manager

    4 days ago

    Manila, National Capital Region, Philippines NICE Full time

    Job OverviewWe are seeking a highly skilled Customer Experience Manager to join our Implementation Engineering team. As a key member of this team, you will be responsible for collaborating with clients and NICE teams to deliver exceptional customer experiences.Key Responsibilities:Collaborate with clients and NICE teams to deliver exceptional customer...

  • Customer Experience Manager

    1 week ago

    Manila, National Capital Region, Philippines Cisco Systems Full time

    What You'll DoAs a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand...

  • Customer Experience Manager

    5 days ago

    Manila, National Capital Region, Philippines Alveo Land Corp. Full time

    Job OverviewWe are seeking a highly motivated Customer Experience Manager to join our team at Alveo Land Corp. This role involves developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.Main Responsibilities:Develop and implement customer experience initiatives to drive business growth and profitabilityCollaborate with...

  • Customer Experience Manager

    5 days ago

    Manila, National Capital Region, Philippines KIMSTORE ENTERPRISE CORP. Full time

    About KIMSTORE ENTERPRISE CORP.We are a leading retailer of consumer products in Metro Manila, committed to delivering the best shopping experience to our customers and creating a rewarding work environment for our employees.Our Mission:To provide high-quality products and services that meet the evolving needs of our customers.Job DescriptionThe successful...

  • Customer Experience Manager

    5 days ago

    Manila, National Capital Region, Philippines LeapFroggr Inc. Full time

    LeapFroggr Inc. is a technology company that operates SeriousMD & NowServing, aiming to improve healthcare through innovation.About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team. This role involves providing exceptional customer service by understanding clients' needs and delivering tailored solutions.Develop strong...

  • HR Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Compass Experience Labs LLC Full time

    Career Opportunities with Compass Experience LabsA great place to work.Current job opportunities are posted here as they become available.Compass Experience Labs LLC - HR Manager- PHWho we are:At Compass, we partner with businesses to determine their needs and provide customized customer care solutions. Our mission as a boutique customer contact center is...

  • Customer Experience Manager

    6 days ago

    Manila, National Capital Region, Philippines Cisco Systems, Inc. Full time

    As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand their Business and...

  • Customer Experience Manager

    5 days ago

    Manila, National Capital Region, Philippines DigiPlus Interactive Corp. Full time

    DigiPlus Interactive Corp. is a leader in the Philippine retail gaming market, with over 20 years of expertise under its belt. The company has forged an empire of world-class multi-gaming platforms strategically located across the country.Job OverviewThe Subject Matter Expert plays a pivotal role in delivering exceptional customer experience by handling...

  • Customer Experience Manager

    2 weeks ago

    Manila, National Capital Region, Philippines Cisco Systems, Inc. Full time

    As a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You're the primary CX point-of-contact for customers taking end-to-end ownership. You will understand their Business and...