Key Account Customer Success Associate, Chowbus
Restaurant POS & management system
Be an early applicant
Restaurant POS & management system
101-200 employees
Be an early applicant
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
- Reports To: Customer Success Lead
- 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
- Client Relationship Management (30%):
- 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
- Product Demos and Implementation (15%):
- 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
- Problem Solving and Support (25%):
- 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
- Client Training and Guidance (10%):
- 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
- Cross-Department Collaboration and Requirement Follow-up (20%):
- 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
- 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
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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