Customer Experience Manager Role at DTiQ
About DTiQ Technologies, Inc
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.
We're always seeking smart, talented, and driven individuals to work in our fun and fast-paced environment.
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.
The Customer Experience Manager (CXM) will lead the post-sales process, creating effective procedures that deliver value to our customers. Your role is to delight early customers beyond satisfaction, becoming a product expert and guiding customers in best practices for our products and broader Customer Success conversations.
Key Responsibilities:
* Manage smooth transitions from sales to installation, onboarding, and ongoing customer success.
* Foster positive relationships with clients, ensuring high satisfaction, retention, and adoption.
* Act as an advocate for customers through cross-departmental communication.
* Build trusted, strategic advisory relationships with clients to drive continued value.
* Cultivate and prepare customers for advocacy.
* Collaborate with clients to set goals and KPIs, supporting their achievement.
* Identify and develop upsell opportunities.
* Provide product feedback and recommendations to the product team.
* Manage customer escalations effectively.
* Lead and refine world-class Customer Experience processes.
Requirements
To succeed in this role, you should have:
* Minimum of 5 years in a CX, customer service, or operations role within QSR, hospitality, or retail.
* Strong understanding of fast-paced QSR environments.
* Ability to interpret customer data and translate insights into strategies.
* Strong communication skills for internal collaboration and customer engagement.
* Ability to identify pain points and develop solutions to improve the customer experience.
* Experience training customers on the DTiQ platform and a passion for customer success.
* Proven success in delivering value through products and services.
* Experience working with cross-functional teams.
* Experience managing large accounts and leading groups of learners.
Preferred Qualifications
We're looking for candidates with:
* Proven track record of growth in a $25M+ SaaS company.
* Bachelor's degree or equivalent experience.
Additional Requirements
Please note that:
* Australian driver's license and valid work status are required.
* Police checks prior to employment are necessary.