Customer Experience - Drive-Thru

About DTIQ Technologies, Inc

DTiQ is a global leader in intelligent video-based surveillance and loss prevention solutions, helping businesses improve operations and protect their assets.

With over 20 years of experience and more than 45,000 customers worldwide—including well-known brands like Adidas, Burger King, Hard Rock Café, KFC, McDonald’s, US Polo, and Yankee Candle—DTiQ supports over 8 million customer experiences every day.

We are proud to offer a collaborative, inclusive, and growth-oriented work environment where employees are encouraged to learn, develop new skills, and build long-term careers.

For more information on DTiQ visit our website (www.dtiq.com) or our LinkedIn page (https://www.linkedin.com/company/dtiq).

Role Overview
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.
Key Responsibilities
1. Pre-Sales Support & Solution Validation

• 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, escalating strategic or complex opportunities to global CX leadership when required.

2. Customer Onboarding & Adoption

• 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, coordinating resolution with the relevant teams.

3. Customer Retention & Relationship Management

• 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.

• Escalate critical customer concerns and ensure clear ownership through to resolution.

4. Account Growth & Expansion

• 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.

• Support legacy-to-Vision / NextGen upgrade discussions through product demonstrations, customer education, and solution validation.

• Help build customer business cases using operational outcomes and available performance data.

Commercial ownership remains with Sales and the Account Executives; CX enables customer value realization and identifies opportunities for growth.
5. Customer Advocacy & Value Realization

• Establish measurable customer success criteria aligned to operational and commercial objectives.

• Support customer reviews that demonstrate 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 advocacy and new-business opportunities.

6. Cross-Functional Collaboration

• Work closely with the Senior Director of Sales and Account Executives to align customer engagement with the regional GTM strategy.

• Partner with global CX leadership, including Belinda Miksa, 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 communication across teams.

• Provide structured customer feedback to Product to inform roadmap priorities and improvements.

Key Performance Indicators
Performance will be measured against agreed targets, including:

• Customer retention and renewal performance.

• Product adoption and customer engagement.

• Customer satisfaction and health.

• Successful onboarding and solution validation.

• Time to value following deployment.

• Identification and progression of expansion opportunities with Sales.

• Customer references, testimonials, and advocacy.

• Timely resolution and escalation of customer issues.

Required Experience & Attributes
Customer Experience & Account Management

• 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.

QSR & Technology Understanding

• 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.

Demonstration & Communication Skills

• 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.

Commercial Awareness

• Understands how customer adoption, satisfaction, and value realization influence retention and expansion.

• Able to identify growth opportunities and work collaboratively with Sales to progress them.

• Comfortable using customer data, performance insights, and business cases to demonstrate value.

Ownership & Execution

• Proactive, organized, and accountable for customer outcomes.

• Able to coordinate cross-functional resources without losing ownership of customer actions.

• Strong communication, documentation, and escalation discipline.

• Comfortable working across a global organization and multiple time zones.

The Ideal Candidate
The ideal candidate is a commercially aware customer advocate who can bridge the gap between technology, restaurant operations, and business outcomes. They are confident demonstrating DriveThruIQ, supporting successful implementations, building customer relationships, and helping customers realize enough value to continue adopting and expanding the platform.
They understand that CX is not simply a reactive support function. It is a critical part of the growth model, ensuring customers achieve value, remain engaged, and become advocates for DTiQ.