Key Account Customer Success Associate – Chinese Vertical

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the main liaison for master clients, fostering and sustaining long-term relationships with senior management teams.

• Develop a thorough comprehension of clients’ business objectives and requirements, proactively relaying product specifications to internal teams while offering customized POS solutions to enhance client success and satisfaction.

• Discover upsell and upgrade possibilities within current accounts to broaden product usage and elevate customer value.

• Identify growth opportunities within large restaurant groups and facilitate new store signings as clients expand.

• Aid major clients in conducting POS product demonstrations, ensuring they fully grasp system capabilities and the suitability of solutions for their operational needs.

• Support the onboarding and go-live procedures for individual stores, ensuring seamless implementation and operational readiness.

• Proactively detect and address issues related to POS system usage, providing prompt support and effective solutions.

• Collaborate with internal teams to guarantee swift responses to client inquiries and operational issues.

• Provide thorough system training and onboarding support to ensure clients are fully adept at using the POS platform.

• Hold regular training sessions and product update meetings to keep clients informed about new features and improvements.

• Work closely with Product, Engineering, Technical Support, and Operations teams to ensure client feedback is integrated into product enhancements.

• Conduct regular weekly and monthly client meetings to collect business and product requirements, document feedback, and ensure timely follow-up across relevant teams.

⛳️ Requirements

• Advanced Microsoft skills, particularly in Excel and PowerPoint, are required.

• Strong execution skills are necessary.

• Excellent problem-solving capabilities, with the ability to adapt to client needs in fast-paced settings.

• Self-driven and able to lead initiatives independently while contributing to team success.

• Skilled in data analysis and reporting, with familiarity in CRM systems (e.g., Salesforce) and office software.

• Strong verbal and written communication abilities are required.

• A Bachelor’s degree or higher in related fields is preferred.

• A minimum of 2 years of experience in customer success management is preferred.

• Bilingual proficiency in English and Mandarin is required.

• Familiarity with POS systems and business processes in the retail sector is preferred.

🏝️ Benefits

• A competitive compensation package

• Medical, dental, and vision insurance

• 401(k) plan

• 100% employer-paid Short-Term Disability (STD)

• 100% employer-paid Life Insurance, with an option for additional employee-paid Life Insurance

• 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance, with an option for additional employee-paid AD&D Insurance

• Company holidays

• Birthday off

• Paid Parental Leave

• Flexible Paid Time Off (PTO)

• Employee Assistance Program (EAP)