Customer Experience — Drive-Thru, Americas

DTiQ

12h

About The Position

DTiQ is seeking a customer-focused, commercially minded Customer Experience professional to support the growth and success of DriveThruIQ across the Americas. The role ensures customers successfully adopt, realize value from, and expand their use of DTiQ’s Drive-Thru solutions. Working with Sales, Account Executives, Product, Technical Support, and Operations, the role supports customer engagement across the lifecycle—from demonstrations and validation through deployment, adoption, retention, and expansion. The position supports new business opportunities, demonstrates the operational value of DriveThruIQ, and helps customers achieve measurable outcomes from their investment. The successful candidate combines strong customer engagement skills with an understanding of QSR operations, technology adoption, and the commercial drivers of customer retention and growth. Commercial ownership remains with Sales and Account Executives; Customer Experience enables customer value realization and identifies growth opportunities.

Requirements

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; experience with multi-site or franchise-based businesses is ideal.
Confident presenting technology to operational, technical, and executive audiences.
Strong discovery, stakeholder management, and problem-solving skills.
Ability to tailor demonstrations and customer engagement to business objectives.
Understanding of how customer adoption, satisfaction, and value realization influence retention and expansion.
Ability to identify growth opportunities and work collaboratively with Sales to progress them.
Comfort using customer data, performance insights, and business cases to demonstrate value.
Proactive, organized, and accountable for customer outcomes.
Ability to coordinate cross-functional resources while retaining ownership of customer actions.
Strong communication, documentation, and escalation discipline.
Comfort working across a global organization and multiple time zones.

Nice To Haves

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.
Ability to explain technology in practical, commercially relevant terms.

Responsibilities

Partner with the Senior Director of Sales and Account Executives on 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 align customer expectations.
Develop the capability to independently lead standard demonstrations and validation activities, escalating strategic or complex opportunities to global CX leadership when required.
Support structured handovers from Sales into deployment and Customer Experience.
Coordinate with Technical Support, Operations, and Product to facilitate successful onboarding.
Establish 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, and coordinate resolution with relevant teams.
Build relationships with customer stakeholders across Operations, Technology, and Restaurant Development.
Engage key accounts regularly to understand satisfaction, challenges, and changing business priorities.
Monitor customer health, adoption, and engagement to identify retention risks.
Coordinate action plans to resolve issues and improve customer outcomes.
Escalate critical customer concerns and ensure clear ownership through resolution.
Work with 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 Account Executive.
Support legacy-to-Vision / NextGen upgrade discussions through demonstrations, customer education, and solution validation.
Help develop customer business cases using operational outcomes and available performance data.
Establish measurable customer success criteria aligned with operational and commercial objectives.
Support customer reviews demonstrating product adoption, performance improvements, and realized value.
Identify suitable customer references, testimonials, case studies, and peer-to-peer engagement opportunities.
Work with Marketing and Sales to turn successful deployments into customer advocacy and new-business opportunities.
Align customer engagement with the regional go-to-market strategy in collaboration with the Senior Director of Sales and Account Executives.
Partner with global CX leadership on strategic accounts, complex engagements, and critical customer relationships.
Coordinate with Product, Technical Support, and Operations to resolve issues affecting adoption and customer outcomes.
Maintain clear handover processes, account ownership, escalation pathways, and cross-team communication.
Provide structured customer feedback to Product to inform roadmap priorities and improvements.