DTiQ is the world's leading provider of intelligent video-based surveillance and loss prevention services. With over 20 years of service, enhancing over 8 million consumer experiences daily; DTiQ has over 45,000 customers including corporations and/or franchisees such as Burger King, KFC, and McDonald's to name a few.
About the Role:
We are seeking a dynamic and customer-focused CX Specialist/Manager with experience in the Quick Service Restaurant (QSR) industry to enhance and optimize the customer journey. This role will be responsible for implementing, and continuously improving customer experience strategies to drive engagement, satisfaction, and loyalty.
The Customer Experience Manager (CXM) will take the lead in the post-sales process, creating repeatable, effective procedures that deliver real value to our customers. Early customers are crucial to our company's success, and your role will be to delight them beyond satisfaction.
You'll become a DTiQ product expert to confidently speak about and teach our products and services. Additionally, you will use your domain expertise to guide customers through best practices, both for our products and in broader Customer Success conversations. Excellent communication and relational skills are essential, as you'll be creating win-win outcomes for all parties involved. If you're passionate about customer care and excited to help others succeed, we'd love to have you onboard
What You'll Do:
1. Manage smooth transitions from sales to installation, from installation to onboarding, and from onboarding to ongoing customer success.
2. Foster positive relationships with clients, ensuring high satisfaction, retention, and adoption.
3. Act as an advocate for customers through cross-departmental communication (between Services & Support).
4. Build trusted, strategic advisory relationships with clients to drive continued value from our products and services.
5. Cultivate and prepare customers for advocacy.
6. Collaborate with clients to set critical goals and KPIs, supporting them in achieving their objectives.
7. Identify and develop potential upsell opportunities.
8. Provide valuable product feedback and recommendations to the DTiQ product team.
9. Manage customer escalations effectively.
10. Lead and refine world-class processes for Customer Experience.
What We're Looking For:
1. Minimum of 5 years in a CX role, customer service, or operations role within the QSR, hospitality, or retail industry.
2. Strong understanding of fast-paced QSR environments.
3. Ability to interpret customer data and translate insights into actionable strategies.
4. Strong verbal and written communication skills to collaborate with internal teams and engage customers.
5. Ability to identify pain points and develop solutions to enhance the customer experience.
6. Ability to train customers on using the DTiQ platform and maximizing its performance improvement capabilities. A strong passion for customer success.
7. Proven success in delivering continuous value to products and services.
8. Experience working with cross-functional teams, including marketing, operations, and IT.
9. Experience working with clients of all sizes and confidently leading large groups of learners.
Requirements:
1. SaaS experience, including organizing QBRs and working closely with the Sales and Product teams.
2. 5 years of QSR/Retail management experience.
3. Experience managing large enterprise accounts as a CXM.
4. High attention to detail and task execution.
5. A sense of urgency in completing tasks.
6. Ability to excel in a fast-paced environment.
7. A strong desire to help and serve customers.
8. Proven track record of driving growth in a $25M+ SaaS company.
9. Bachelor's degree or at least 5 years of relevant experience, or a combination of equivalent education and experience.
Additional Requirements:
* Australian driver's license and appropriate work status eligibility
* Police checks conducted on all staff, prior to offer of employment
If this sounds like you, please visit www.dtiq.com/careers