Key Account Customer Success Associate (Chinese Vertical)

• The Key Account Customer Success Manager (KACSM) is responsible for building and maintaining long-term relationships with key enterprise clients, ensuring they fully leverage the company’s POS solutions to maximize business value
• This role supports clients through POS system and feature demonstrations, evaluates solution fit based on operational needs, and guides restaurant locations through onboarding and implementation
• The KACSM works cross-functionally with Sales, Product, Technical, and Support teams to deliver a seamless customer experience, drive client satisfaction, and support long-term business success
• This position primarily operates in a standard office environment with extended computer use and may require occasional additional hours or on-site visits to key merchant locations
• 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
• 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
• Proactively identify and resolve issues related to POS system usage, providing timely support and effective solutions
• Coordinate with internal teams to ensure prompt responses to client inquiries and operational challenges
• 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
• 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

Benefits

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

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