Key Account Customer Success Associate

Business Title: Key Account Customer Success ManagerReports To: Customer Success LeadDept: Customer SuccessGrade: N/ASJob Code: N/ASalary:    ☒ Annual    ☐ Hourly   ☐ StipendJob OverviewThe Key Account Customer Success Manager (KACSM) is responsible for establishing and maintaining long-term relationships with the company’s key master clients (enterprise clients), ensuring that they fully leverage the POS solutions provided to enhance their business value. This role will assist master clients in completing POS(System & Feature) demos, helping them evaluate the solution fit for their needs, and guide individual restaurants through the system onboarding process.

The KACSM works closely with sales, product, technical, and support teams to ensure client satisfaction, product fit, and overall success.Essential Responsibilities30%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 the client’s business needs and goals, promptly communicating product requirements to the product team. Provide tailored POS solutions to ensure client success and satisfaction.15%Product Demos and Implementation:Assist large clients in completing POS product demos, ensuring they fully understand the system’s capabilities and how it fits their specific needs.Support individual stores in the go-live process, ensuring smooth deployment and operational readiness.25%Problem Solving and Support:Proactively identify and resolve any issues that arise in the use of POS systems, providing prompt technical support and solutions.Coordinate with internal resources to ensure timely and effective responses to client inquiries.10%Client Training and Guidance:Provide comprehensive system training and usage guidance to ensure clients are fully proficient in utilizing the POS system.Conduct regular training sessions and product update meetings to help clients stay informed about new features and tools.20%Cross-Department Collaboration and Requirement Follow-up:Work closely with product, development, and technical support teams to ensure client feedback is incorporated and drive product improvements.Hold regular weekly and monthly meetings with clients to gather and document their business and product requirements.

Ensure these requirements are communicated to relevant departments for timely follow-up and enhancements.QualificationsBachelor’s degree or higher in the related areas preferred2+ years of experience in customer success management preferredBilingual proficiency in English and Mandarin requiredFamiliarity with POS systems and business processes within the retail industry preferredWorking ConditionsLong periods of sitting and working in front of a computerStandard office hours, with some additional hours required depending on project deadlines or client needs.Accept occasional on-site visits to master merchants.CompetenciesAdvanced Microsoft skills, especially in Excel and Powerpoint requiredStrong execution skills required