Solutions Manager

What's the role:

As a Solution Manager, you will play a vital role in ensuring the smooth and efficient integration of new customers into our products and services. You will be responsible for delivering comprehensive onboarding programs, building strong customer relationships, and providing ongoing support to ensure a successful transition. After successfully onboarding customers, you will continue to serve as their primary point of contact and relationship manager. You will ensure a high level of user experience and engagement, fostering long-term customer retention and satisfaction. Your goal is to build strong, lasting relationships that keep customers happy and loyal to our products and services. This role requires a blend of excellent communication skills, project management abilities, and a passion for customer success.

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 our company's requirements, 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.

Requirements

● Excellent communication, organizational, and influencing skills in both English and Chinese. Strong interpersonal skills and the ability to build relationships.

● Bachelor Degree

● 3+ years of experience in a role responsible for customer satisfaction and business operations, for instance a Restaurant GM

● 1+ years of experience using POS (Point of Sale) software in the service industry

● Proven experience in customer onboarding, training, or customer success roles

● Success operating independently and navigating competing priorities in a constantly changing environment

● Experience with Salesforce CRM

● Experience working in the tech industry or for a SAAS company

● Experience in Product Manager or Project Manager role is a plus

● Any network certificate (ie. CCNA/CCNP) is a plus