Customer Success Specialist (SaaS/POS)

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

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.