Key Account Customer Success Associate – Chinese Vertical

Responsibilities

• 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.

Requirements

• 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

Core Competencies

Demonstrates expertise in client relationship management, with a focus on understanding business needs and delivering tailored POS solutions. Proficient in data analysis, training, and support to ensure client success and operational readiness.

Tools & Technologies

• Salesforce
• Office Software