Key Account Customer Success Associate

Key Account Customer Success Associate
Business Title: Key Account Customer Success Manager
Reports To: Customer Success Lead
Dept: Customer Success
Grade: N/A
SJob Code: N/A
Salary:
☒ Annual ☐ Hourly ☐ Stipend

Job Overview
The 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 Responsibilities

30%

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.

Qualifications
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

Working Conditions
Long periods of sitting and working in front of a computer
Standard office hours, with some additional hours required depending on project deadlines or client needs.
Accept occasional on-site visits to master merchants.

Competencies
Advanced Microsoft skills, especially in Excel and Powerpoint required
Strong execution skills required