Customer Experience Manager PHL

About Lavu, Inc.

Lavu helps profitable high-growth restaurants run seamlessly and move money effortlessly—maximizing control, eliminating fees, and increasing profitability. We unify restaurant operations and finance into one simple, easy-to-use platform so owners can run, pay, get paid, and grow.

We’re transforming how restaurants operate with our mobile/cloud POS across fine dining, QSR, bars, cafes, pizzerias, and food trucks in 80+ countries. Our mission: partner with owners through knowledge, solutions, and expertise that accelerate growth while advancing the industry.

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 clients 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.
  
  

• 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.
  
  

• 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.
  
  

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

• 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.