Lavu Inc. · 2 months ago
Customer Experience Manager
Tampa, FL
Full-time
Hybrid
Mid LevelLavu Inc. is a company that helps high-growth restaurants streamline their operations and maximize profitability. As a Customer Experience Manager, you will manage a portfolio of clients, ensuring their satisfaction and success by understanding their unique business needs and cultivating strong relationships. You will collaborate with internal teams to provide updates, guidance, and support, while also identifying opportunities for upselling and enhancing client relationships.
AppsiOSPoint of SaleRestaurantsSoftware
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
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
Qualification
Required
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
Preferred
Previous experience in the restaurant industry or familiarity with point-of-sale systems is a plus
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
Company
Lavu Inc.
Lavu Inc. was formed around the idea of using technology to create products that improve the lives of small business owners.
Founded in 2010
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$15MKey Investors
Aldrich Capital Partners
2015-06-15Series A· $15M
Leadership Team
Saleem S. Khatri
Chief Executive Officer
Recent News
2025-02-08
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Company data provided by crunchbase