Key Account Customer Success Associate, Chowbus
Restaurant POS & management system
Posted today
Restaurant POS & management system
101-200 employees
Posted today
101-200 employees
Company mission
To help diners to discover new and exquisite dishes, and to give traditional mom-and-pop restaurants a fighting chance to succeed without compromising who they truly are.
Role
Who you are
- 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
- Advanced Microsoft skills, especially in Excel and Powerpoint required
- Strong execution skills required
What the job involves
- 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
- 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
- Reports To: Customer Success Lead
- Dept: Customer Success
Our take
Originally founded to expand the customer base of “mom and pop” Asian food restaurants, Chowbus has grown to become a delivery, pickup, and point-of-sale technology company. By evolving its services, it has weathered the customer drought of COVID-19.
Chowbus’s POS technology claims to save business owners up to $8000 a month in labour costs whilst enabling businesses to grow by around 25%. Its takeaway app provides customers with a way to select food from various restaurants in one order, a novel concept that differentiates the company from large competitors.
Its focus on Asian food provides Chowbus with a unique identity within the market, and its acquisition by Fantuan, an Asian food-focused marketplace based in Canada will aid Chowbus’s growth intentions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Aug 2023
$40m
LATE VC
Aug 2022
$15.3m
EARLY VC
Total funding: $123.6m
Company 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)
- Fuel reimbursement
Company HQ
Chicago Loop, Chicago, IL
Leadership
Suyu Zhang
(Co-Founder & CTO)Previously iOS Engineer at Raise.com, Co-Founder & CTO at Weelio, and iOS Engineer at AKTA and After School App.
Linxin Wen
(Co-Founder & CEO)Previosuly Studied at Education Illinois Tech Stuart School of Business
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