Doshii Customer Experience Manager Position
9 hours ago
Doshii is seeking an experienced leader to drive growth and development through activities generating venue growth and retention, and customer satisfaction across our products and services.
About DoshiiWe help hospitality venues by integrating their apps and point-of-sale systems, reducing errors and admin tasks. This enables venues to focus on what they do best and provides a seamless experience for customers.
Role OverviewThe successful candidate will be responsible for developing a positive customer experience, fostering relationships, and supporting brand loyalty. Key Responsibilities:
- Ensure high-quality, accurate, and timely customer support, promoting satisfaction and retention.
- Establish and continuously improve procedures, toolkits, systems, and ways of working that support superior customer service.
- Encourage a culture of high performance, continuous improvement, and a customer-first focus.
- Oversee the improvement and maintenance of Customer Success's comprehensive knowledge base.
- Set OKRs and KPIs for the customer success team, aligning to business goals and customer outcomes.
- Monitor trends and issues, and plan for growth, demand, and capacity.
- Coordinate Incident Management processes to ensure timely resolution within SLAs.
- Manage onshore and offshore capacity, establishing quality standards and monitoring compliance.
- Build strategic relationships with partners to discover and deliver on their business needs.
- Collaborate across all areas of the business to ensure Customer Success requirements are considered.
- Champion product features/developments that automate customer success manual tasks.
- Maintain and improve the shareable knowledge base for Customers.
- Build Dashboards and report insights for the customer success function internally.
- Support finance procedures such as accounts receivables and finance controls.
We are looking for a proven professional with:
- A strong background in customer success or a related field, with a focus on support services and team management.
- Excellent communication and problem-solving skills.
- Demonstrable excellence in delivering exceptional customer experiences and continuous improvement.
- Strong mentoring and leadership skills, with experience guiding, coaching, and developing team members.
- A proven track record in identifying and resolving incidents proactively.
- Ability to work collaboratively across all levels of management, in a fast-paced environment.
- Experience growing, leading, and managing a diverse customer-facing team.
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