Note: The job is a remote job and is open to candidates in USA. Chowbus is a leading Asian restaurant technology SaaS platform, with deep roots in the North American market. The Key Account Customer Success Manager 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.
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
Skills
- Advanced Microsoft skills, especially in Excel and Powerpoint
- Strong execution skills
- 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
- Bilingual proficiency in English and Mandarin
- Ability to Commute: Remote
- Bachelor's degree or higher in the related areas
- 2+ years of experience in customer success management
- Familiarity with POS systems and business processes within the retail industry
- Willingness to travel: 25%
Benefits
- Medical, dental, and vision insurance
- 401(k)
- 100% employer-paid Short-Term Disability (STD)
- 100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
- 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for additional employee-paid AD&D Insurance
- Company holidays
- Birthday off
- Paid Parental Leave
- Flexible Paid Time Off (PTO)
- Employee Assistance Program (EAP)
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Company Overview
Company H1B Sponsorship