Key Account Customer Success Associate_Chineses Vertical

Role Summary

Chowbus is a leading Asian restaurant technology SaaS platform, with deep roots in the North American market for years. Currently, we stand as a pioneering enterprise in the North American Asian Restaurant SaaS sector. Driven by precise market positioning and efficient product services, our business has achieved doubled growth annually, covering over 30 core states and 100 key cities across the U.S., and partnering with more than 10,000 Asian restaurants. We build tech ecosystems that help restaurants grow, serve with heart, and uplift their communities. Our vision is to create a world where culturally rooted food entrepreneurs thrive everywhere.

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. This is an on-site position in Chicago. Occasional visits to merchant locations and extended hours may be required depending on business needs.

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 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.

Product Demos and Implementation

• 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.

Problem Solving and Support

• 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.

Client Training and Guidance

• 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.

Cross-Functional Collaboration and Requirement Follow-up

• 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

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)