Key Account Customer Success Associate_Chineses Vertical

Client Relationship Management

• Serve as the primary point of contact for master clients, building and maintaining long-term relationships with senior management teams.
• Gain a deep understanding of clients’ business needs and goals, proactively communicating product requirements to internal teams and providing tailored POS solutions to drive client success and satisfaction.
• Identify upsell and upgrade opportunities within existing accounts to expand product adoption and increase customer value.
• Recognize expansion opportunities within enterprise restaurant groups and drive new store signings as clients continue to grow.

Product Demos and Implementation

• Assist large clients in completing POS product demos, ensuring they fully understand system capabilities and solution fit for their operational needs.
• Support individual store onboarding and go-live processes, ensuring smooth deployment and operational readiness.

Problem Solving and Support

• Proactively identify and resolve issues related to POS system usage, providing timely support and effective solutions.
• Cook with internal teams to ensure prompt responses to client inquiries and operational challenges.

Client Training and Guidance

• Deliver comprehensive system training and onboarding guidance to ensure clients are fully proficient in using the POS platform.
• Conduct regular training sessions and product update meetings to keep clients informed about new features and enhancements.

Cross-Functional Collaboration and Requirement Follow-up

• Partner closely with Product, Engineering, Technical Support, and Operations teams to ensure client feedback is incorporated into product improvements.
• Lead regular weekly and monthly client meetings to gather business and product requirements, document feedback, and drive timely follow-up across relevant teams.

What You Bring

• Advanced Microsoft skills, especially in Excel and Powerpoint required
• Strong execution skills required
• Strong problem-solving abilities, with the flexibility to address client needs in fast-paced environments.
• Self-motivated and capable of leading initiatives independently while contributing to team success.
• Proficient in data analysis and reporting, and familiar with CRM systems (e.g., Salesforce) and office software.
• Strong verbal and written communication skills required
• Bachelor’s degree or higher in the related areas preferred
• 2+ years of experience in customer success management preferred
• Bilingual proficiency in English and Mandarin required
• Familiarity with POS systems and business processes within the retail industry preferred

What We Offer

• A fair compensation package
• Medical, dental, and vision insurance
• 401(k)
• 100% employer-paid Short-Term Disability (STD)
• 100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
• 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for additional employee-paid AD&D Insurance
• Company holidays
• Birthday off
• Paid Parental Leave
• Flexible Paid Time Off (PTO)
• Employee Assistance Program (EAP)

Pay

The salary for this role is $65,000 - $75,000, plus sales commission, depending on experience.