Customer Success Specialist (SaaS/POS)

IntelliPro Group Inc.
Dallas, TX

Position� Type:� Full-time

Location:� Dallas,� TX;� Chicago,� IL

Salary� Range:� $55K–$60K� during� probation;� open� to� negotiation� upon� full-time� conversion

Job� ID#:� #148517

Job� Description:

This� role� is� critical� in� driving� customer� success� by� managing� the� onboarding� and� integration� of� new� clients� into� their� platform.� Beyond� onboarding,� this� role� will� continue� to� build� long-term� client� relationships,� drive� engagement,� and� ensure� customer� satisfaction� and� retention.� The� ideal� candidate� is� proactive,� client-focused,� and� skilled� at� balancing� communication,� project� management,� and� problem-solving.

What� you� bring� to� the� table

Customer� Onboarding:

  • Work� autonomously� under� the� guidance� of� the� Onboarding� Manager� to� achieve� monthly� activation� goals,� prioritize� tasks� based� on� customer� needs,� and� deliver� high-quality� customer� interactions.

Project� Management:

  • Utilize� your� project� management� skills� to� design� and� implement� the� onboarding� process,� ensuring� customers� are� always� informed� of� their� progress� and� next� steps.
  • Coordinate� with� various� departments� to� ensure� a� seamless� onboarding� process.
  • Manage� onboarding� schedules� and� timelines� to� meet� project� deadlines.
  • Track� and� report� on� onboarding� progress� and� outcomes.
  • Gather� feedback� to� continuously� improve� the� products.

Relationship� Management:

  • Serve� as� the� primary� point� of� contact� for� new� customers� during/after� the� onboarding� period.
  • Build� and� maintain� strong� relationships� with� key� stakeholders.
  • Address� and� resolve� any� issues� or� concerns� that� arise� during/after� the� onboarding� process.

Continuous� Improvement:

  • Identify� opportunities� for� enhancing� customer� experience.
  • Collaborate� with� Customer� Success,� Product,� Service,� and� Sales� teams� to� implement� improvements.
  • Stay� up-to-date� with� industry� best� practices� and� trends� in� customer� onboarding.
  • Create� &� lead� an� onboarding� plan
  • Conduct� onsite� onboarding� sessions� for� new� customers.� Conducting� remote� site� assessments� to� determine� the� networking� needs.� Collaborate� with� restaurant� owners� during� the� Go-Live� phase,� creating� onboarding� plans� that� ensure� a� high-quality� implementation� experience� within� the� timeline.
  • Empower� restaurant� owners� and� staff� to� use� the� POS� system� to� establish� best� practices� for� managing� daily� operations.� Provide� ongoing� support� and� guidance� to� ensure� full� integration� and� understanding� of� our� offerings.
  • Manage� several� onboarding� engagements� simultaneously� in� your� region.

Qualification

  • Excellent� communication,� organizational,� and� influencing� skills� in� both� English� and� Chinese.� Strong� interpersonal� skills� and� the� ability� to� build� relationships.
  • Experience� in� a� role� responsible� for� customer� satisfaction� and� business� operations,� for� instance� a� Restaurant� GM
  • Success� operating� independently� and� navigating� competing� priorities� in� a� constantly� changing� environment
  • Experience� working� in� the� tech� industry� or� for� a� SAAS� company� is� a� plus
  • Experience� in� Product� Manager� or� Project� Manager� role� is� a� plus
  • Fluent� Mandarin� proficiency� required,� as� support� tickets� and� end� users� are� mandarin� speakers.

About� Us:

Founded� in� 2009,� IntelliPro� is� a� global� leader� in� talent� acquisition� and� HR� solutions.� Our� commitment� to� delivering� unparalleled� service� to� clients,� fostering� employee� growth,� and� building� enduring� partnerships� sets� us� apart.� We� continue� leading� global� talent� solutions� with� a� dynamic� presence� in� over� 160� countries,� including� the� USA,� China,� Canada,� Singapore,� Japan,� Philippines,� UK,� India,� Netherlands,� and� the� EU.

IntelliPro,� a� global� leader� connecting� individuals� with� rewarding� employment� opportunities,� is� dedicated� to� understanding� your� career� aspirations.� As� an� Equal� Opportunity� Employer,� IntelliPro� values� diversity� and� does� not� discriminate� based� on� race,� color,� religion,� sex,� sexual� orientation,� gender� identity,� national� origin,� age,� genetic� information,� disability,� or� any� other� legally� protected� group� status.� Moreover,� our� Inclusivity� Commitment� emphasizes� embracing� candidates� of� all� abilities� and� ensures� that� our� hiring� and� interview� processes� accommodate� the� needs� of� all� applicants.� Learn� more� about� our� commitment� to� diversity� and� inclusivity� at� https://intelliprogroup.com/.

Compensation:�

The� pay� offered� to� a� successful� candidate� will� be� determined� by� various� factors,� including� education,� work� experience,� location,� job� responsibilities,� certifications,� and� more.� Additionally,� IntelliPro� provides� a� comprehensive� benefits� package,� all� subject� to� eligibility.

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