Key Account Customer Success Associate – Chinese Vertical

Das ist der Job

Proficient in data analysis, training, and support to ensure client success and operational readiness.

Darum lohnt es sich

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.

Tools & Technologies • Salesforce • Office Software