[Hiring] Key Account Customer Success Associate @Chowbus

Role Description

The Key Account Customer Success Manager (KACSM) 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. This role supports clients through POS system and feature demonstrations, evaluates solution fit based on operational needs, and guides restaurant locations through onboarding and implementation. The KACSM works cross-functionally with Sales, Product, Technical, and Support teams to deliver a seamless customer experience, drive client satisfaction, and support long-term business success.

Qualifications

• 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, Vietnamese, and Mandarin required
• Familiarity with POS systems and business processes within the retail industry preferred

Requirements

• 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

Benefits

• A fair compensation package
• 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)