[Hiring] Customer Experience @DTiQ

Role Description

DTiQ is seeking a customer-focused, commercially minded Customer Experience professional to support the growth and success of DriveThruIQ across the Americas. This role is responsible for ensuring customers successfully adopt, realize value from, and expand their use of DTiQ's Drive-Thru solutions. Working closely with Sales, Account Executives, Product, Technical Support, and Operations, the CX resource will support customer engagement throughout the customer lifecycle, from solution demonstrations and validation through deployment, adoption, retention, and expansion.

The role will play a critical part in supporting new business opportunities, demonstrating the operational value of DriveThruIQ, and ensuring customers achieve measurable outcomes from their investment. The successful candidate will combine strong customer engagement skills with an understanding of QSR operations, technology adoption, and the commercial drivers behind customer retention and growth.

Qualifications

• Experience in Customer Success, Customer Experience, Technical Account Management, or enterprise account management.
• Proven ability to manage customer relationships throughout the post-sale lifecycle.
• Experience supporting enterprise customers, ideally within multi-site or franchise-based businesses.
• Experience in QSR, restaurant technology, SaaS, video analytics, POS, or adjacent technology markets is highly desirable.
• Understanding of restaurant operations and the challenges facing multi-site operators.
• Confident presenting technology to operational, technical, and executive audiences.
• Strong discovery, stakeholder management, and problem-solving skills.
• Understands how customer adoption, satisfaction, and value realization influence retention and expansion.
• Proactive, organized, and accountable for customer outcomes.

Requirements

• Partner with the Senior Director of Sales and Account Executives to support qualified DriveThruIQ opportunities.
• Deliver product demonstrations and solution walkthroughs tailored to customer requirements.
• Translate customer challenges into relevant product capabilities and operational outcomes.
• Support technical validation, proof-of-concept activities, and pilot programs.
• Engage Product and Technical teams to address solution questions and ensure customer expectations are aligned.
• Develop the capability to independently lead standard demonstrations and validation activities.
• Support a structured handover from Sales into deployment and Customer Experience.
• Coordinate with Technical Support, Operations, and Product to facilitate successful onboarding.
• Establish clear customer expectations, implementation milestones, and success criteria.
• Drive product adoption and ensure customers understand how to use DriveThruIQ effectively.
• Identify deployment issues, adoption barriers, and risks to customer outcomes.
• Develop strong relationships with customer stakeholders across Operations, Technology, and Restaurant Development.
• Maintain regular engagement with key accounts to understand satisfaction, challenges, and changing business priorities.
• Monitor customer health, adoption, and engagement to identify potential retention risks.
• Coordinate action plans to resolve issues and improve customer outcomes.
• Work alongside Account Executives to identify opportunities for additional sites, brands, products, and markets.
• Support account reviews by demonstrating product value and identifying opportunities for greater adoption.
• Identify upsell and cross-sell opportunities and communicate them to the relevant AE.
• Help build customer business cases using operational outcomes and available performance data.
• Establish measurable customer success criteria aligned to operational and commercial objectives.
• Support customer reviews that demonstrate product adoption, performance improvements, and realized value.
• Work closely with the Senior Director of Sales and Account Executives to align customer engagement with the regional GTM strategy.
• Provide structured customer feedback to Product to inform roadmap priorities and improvements.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits.
• Opportunities for professional development and growth.
• Flexible working arrangements.

Company Description

DTiQ is a leader in providing innovative Drive-Thru solutions for the restaurant industry, focusing on customer success and operational excellence.